Manager, Customer Journey
Core
Analyze end-to-end customer journeys to identify friction points and develop experience improvements that reduce friction, strengthen loyalty, and drive business performance.
Role type
Manager, Customer Journey Design
Builds
Experience improvements and business cases for the CX Council
Domain
Automotive rental / Customer Experience
Deliverable
dashboards & analysis
Required skills
Journey mapping, root-cause analysis, CX metrics (NPS, CSAT, CES), data analysis, project management
Preferred skills
Consumer-facing industry experience (travel, retail, hospitality), Tableau/Power BI
Technologies
Tableau, Power BI
Responsibilities
Map end-to-end customer journeys across contact center, digital, and physical touchpoints; Analyze Voice of Customer, operational, and behavioral data to identify friction points; Develop recommendations and experience improvements to reduce friction; Partner with cross-functional teams to implement approved journey improvements; Track KPI performance including NPS, contact reduction, and digital adoption; Prepare analysis and materials for CX Council review.
Seniority
Manager, hands-on IC
