Customer Journey Analyst

Our well-known client is looking for a Customer Journey Analyst to join their growing team in Malta. The successful candidate will be responsible for overseeing the entire customer journey—from initial planning through to post-service feedback—ensuring alignment with customer expectations.

Your Responsibilities:

• Oversee and enhance customer experience across all touchpoints, refining internal processes for better customer outcomes.
• Develop and implement customer experience strategies, action plans, and internal communication to promote a customer-centric culture.
• Ensure accurate, timely, and accessible service information.
• Identify queries and issues, create action plans, implement solutions, and measure the improvements based on insights. 
• Maintain reports and dashboards on customer experience metrics.
• Align customer experience initiatives with employee experience policies.

• At least 3 years of experience working in a similar roles.
• Fluency in English, both written and verbal
• Process driven and process oriented
• Experience working on different projects simultaneously would be a plus

• Ideally a Degree level of education, although if you have the right experience, this is not a deal breaker.

• Hybrid work model
• Performance bonus