Document and update end-to-end B2C customer journeys across digital and physical touchpoints, validating journey steps using real customer behavior and feedback
Job Summary
Document and update end-to-end B2C customer journeys across digital and physical touchpoints, validating journey steps using real customer behavior and feedback.
Compile and analyze feedback from surveys, NPS, CSAT, complaints, and service interactions, linking feedback to specific online/offline journey stages and prioritizing issues.
Research trends and best practices in B2C/Commercial experience management and recommend process/tool improvements for execution efficiency.
Matching Summary
Document and update end-to-end B2C customer journeys across digital and physical touchpoints, validating journey steps using real customer behavior and feedback.