Sales Customer Journey Strategist, Specialist

Responsibilities

• Evaluate the end-to-end sales journey to identify the most meaningful customer experience gaps, behavioral patterns, and improvement opportunities across research, shopping, purchase, financing, trade in, early ownership, and repurchase.
• Analyze customer behavior, journey analytics, and voice of customer signals to uncover friction points, customer needs, and opportunities to improve the customer experience.
• Synthesize insights from multiple sources including customer research, behavioral analytics, operational data, and market intelligence.
• Develop and maintain customer journey maps that document lifecycle stages, key moments, customer needs, pain points, and opportunity areas.
• Support the development of journey strategies by helping translate customer insight into clearly defined problem statements and opportunity areas.
• Contribute to the development of analysis, frameworks, and strategic materials that inform journey prioritization, initiative planning, and expected customer and business impact.
• Partner with teams across Marketing, UX, Analytics, Product Management, and Operations to gather inputs, understand current experiences, and validate opportunity areas.
• Work with analytics teams to interpret customer data and identify behavioral patterns across channels, lifecycle stages, and customer segments.
• Support experimentation and optimization efforts by helping identify hypotheses, testing opportunities, and measurement approaches within key journeys.
• Auxiliary in defining and monitoring journey level performance metrics to evaluate experience improvements and initiative outcomes.
• Prepare clear summaries, presentations, and documentation that communicate journey insights and strategic recommendations to cross functional teams.
• Maintain and evolve documentation related to journey frameworks, insights, and strategic recommendations to support repeatable approaches to journey analysis and continuous improvement.

Qualifications

• 3 to 6 years of experience in customer experience strategy, marketing strategy, digital strategy, UX research, analytics, management consulting, or a related field.
• Experience analyzing customer behavior and translating data, research, and feedback into actionable insights.
• Exposure to customer journey mapping, lifecycle marketing, digital experience strategy, or product experience analysis.
• Strong analytical thinking with the ability to synthesize insights from multiple data sources including research, analytics, and operational signals.
• Experience working in cross functional environments that include marketing, product, UX, analytics, or technology teams.
• Ability to structure ambiguous problems and contribute to thoughtful recommendations grounded in evidence.
• Strong written and presentation skills with the ability to communicate insights clearly and effectively.
• Experience with digital analytics, customer behavior analysis, and voice of customer programs.
• Exposure to experimentation, A/B testing, or experience optimization frameworks.
• Interest in emerging technologies and AI enabled capabilities that may influence customer experiences.
• Ability to manage multiple streams of analysis and work effectively in fast moving environments.
• Bachelor’s degree in marketing, business, analytics, psychology, economics, or a related discipline.