Customer Journey Optimizer

21 hours ago

Karachi, Sindh, Pakistan beBee Careers Full time

About the Role: We're seeking a seasoned Customer Journey Optimizer to lead our efforts in delivering an exceptional customer experience across all touchpoints.

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  • Job Description: As a key member of our team, you will be responsible for analyzing performance metrics, identifying areas for improvement, and implementing data-driven solutions to enhance the overall customer journey. This includes collaborating with cross-functional teams to design and implement best-in-class service functions, driving process improvements, and aligning with commercial and marketing teams to maximize Net Promoter Score (NPS).

  • Key Responsibilities: Monitor and identify potential system forces that impact NPS, actively working to leverage positive factors and mitigate negative ones. Champion after-order NPS and restaurant ratings, driving continuous optimization efforts. Contribute to Customer Value Management initiatives, including churn reduction, lifetime value optimization, proactive and reactive voucher usage, and digital analytics. Develop reports, dashboards, and KPIs on cancellations, after-order NPS, and customer experience metrics for higher management.

  • Qualifications: A 4-year degree in STEM from a reputable institution, with strong proficiency in SQL and Python. 5-7 years of experience in analytical roles, particularly in customer support strategy or experience management. Proficiency in business intelligence tools such as Tableau, with passion for Power BI and Google Data Studio. Strong experience in predictive modelling, forecasting, and data analysis using Excel or other relevant tools.

  • What You'll Bring: Highly organized, self-disciplined, and capable of managing multiple projects with effective prioritization. Analytical mindset, data-driven, and focused on continuous process improvement. Strong communication and interpersonal skills, with proactive, problem-solving attitude. Proficient in G-Suite and other productivity tools.

About Us: We operate in a fast-paced environment where innovation is key. We prioritize, decide, and deliver with a focus on exceptional customer service. If you're driven to achieve excellence and share our values, we'd love to hear from you.

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