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A Customer Journey Specialist is the subject matter expert, responsible for driving the continuous improvement of the customer experience. The Customer Journey Specialist is responsible for developing best practices and continuously improving processes to measure, monitor, and optimize the customer experience. A Customer Journey Specialist uses a variety of data points (including customer, operational, risk, etc.) to identify opportunities and customer pain points, to drive collaboration with cross-functional teams to improve the overall customer experience. They will drive collaboration across internal teams, peers, and external partners to improve customer experience across the organization, working to streamline and scale solutions across all products and channels, focusing on process automation and increasing customer self-serve options.
