Customer Journey Specialist

Job Description
Melita Ltd in Malta is looking to recruit a Customer Journey Specialist who will be reporting directly to the Head of Customer Experience and forming part of the CX team. In this role, you will be responsible for mapping out customer journeys and optimising the full experience of our customers at the different stages of their life cycle.

Are you an excellent team player who wants to join a team of individuals who love what they do, and have fun doing it?  Do you have what it takes to champion an excellent customer experience? If so, this might be an exciting opportunity for you!
 
Key duties and responsibilities:

• Understand the key interactions in the customer lifecycle and drive relevant change / related projects
• Identify and implement new opportunities throughout the customer journey to deliver high-performing agile customer interactions and touchpoints
• Analyse and improve customer retention and repeat behaviours across key touchpoints to take the necessary business decisions
• Analyse and understand customer-related data and insight to identify opportunities for process improvements for customers
• Collaborate with other business areas, acting as the voice of the customer.

 
Requirements:

• Ability to articulate ideas to colleagues and management
• Strong background in a Customer Service managerial role or a related area
• Have a customer-first mindset with the ability to identify customer needs
• Detail-oriented with excellent communication skills
• Have the ability to communicate with senior management and external suppliers at all levels
• Remain flexible to changing priorities and open to new ideas.