Cx/Journey Analyst Jobs

CX / Journey Analyst

12-Month Contract | Remote

Synergis’ client, an internet solutions consultancy, has engaged us in a search for a Journey Analyst to augment their expanding team! The selected candidate will engage with clients to develop, guide, and implement solutions across the connected journey and will serve as a subject matter expert as it relates to the approach for customer experience management and journey analytics platforms.

• Journey Analyst | Background and Scope Engages regularly with clients to provide actionable insights aligned to organizational use cases, key business challenges, and ways to improve digital experiences
• Collaborate with discipline leads in identifying custom project opportunities
• Provide guidance on best practices for leveraging journey analytics and research insights to solve business problems and effectively execute on their digital strategy via daily client interactions
• Creating and presenting insights reports which summarize opportunities for site optimization, revenue recovery, or reducing customer effort
• Proactively analyzing client data using journey analytics platform to inform data-driven improvements to digital experiences
• Create presentations to summarize opportunities for site optimization and revenue recovery
• Develop a consultative relationship with each client via a thorough understanding of their business model, strategy, digital properties, key initiatives, and business goals
• Conduct regular information sharing sessions with internal and client teams
• Create communication strategies rooted in customer and financial data to evangelize the benefits of journey analytics throughout the organization
• Provide data-driven updates and results to client as new/improved functionality is rolled-out
• Engaging in journey map, service blueprint, or ecosystem workshops and insights
• Advocating and working with internal teams and clients on the core pillars of best-in-class CX as a discipline
• Present findings with data-driven recommendations and supporting analysis to key client stakeholders
• Teach clients how to analyze their data using a journey analytics platform to surface defects and opportunities for digital product enhancements
• Creating interview guides, discussion points, scheduling and conducting one-on-one interviews with end-users of a digital product or service
• Creating presentations or use cases via storytelling to express those insights and clarify for others the value, impact, and emotions of those users
• Proactively analyze client data using journey analytics platforms and research methods to inform data driven improvements to digital experiences
• Ensure customers are receiving tangible business value and insights derived from the Quantum Metric (QM) platform
• Unravel insights to assist the team in making strategic decisions and implementing changes in areas such as marketing, customer experience, technology, analytics, and organizational change.
• Help synthesize results of quantitative and qualitative analyses into key trends, implications, and/or recommendations
• Supporting the ongoing and ad hoc project work of the CX team is another core aspect for this role and may require tasks such as:
• Engage regularly with customers to provide tailored training aligned to organizational use cases, teaches customers how to apply Quantum Metric (or other journey analytics) technology or other research methodologies to solve key business challenges, and provides thorough ad hoc analysis/insights to improve digital experiences
• Creating Jira tasks to ensure action items are followed-up on in a timely manner
• Assist in the preparation and execution of primary and secondary market research including customer interviews, focus groups and group interviews

• Proficiency in common business, customer experience, and design software tools
• Enjoys solving complex problems without straight-forward solutions
• Experience with Voice of the Customer and NPS programs preferred
• Must feel comfortable presenting to audiences of up to 50 individuals
• Candidates with CCXP certification would be a bonus
• Consulting experience providing customer and marketing strategy to clients (segmentation, customer experience, marketing, customer insights, etc.)
• Must be able to collect and analyze digital datasets to identify trends, process gaps, and to draw meaningful conclusions and recommendations
• Journey Analyst | RequirementsMinimum 3 years of experience supporting CX or digital strategy programs

About Client

Our client is a full lifecycle Internet Solutions consultancy that specializes in strategy, design, and technology. They have been designing and implementing remarkable technology solutions and online experiences for Web sites and Internet-based applications. They create user-informed Customer Experience, Employee Experience, and eCommerce solutions that deliver sustainable business value.

Disclosure: The pay range for this position is $55.00 to $70.00 hourly. (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, and 401k *Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA).