Customer Journey Specialist

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Customer Journey Specialist is dedicated to analyzing and optimizing the entire customer experience, from initial contact through post-purchase interactions. This role involves mapping out the customer journey, identifying pain points, and implementing strategies to enhance customer satisfaction and loyalty. By collaborating with various teams such as marketing, sales, and support, the specialist ensures a seamless and engaging experience across all touchpoints. A key focus lies in using data-driven insights to personalize the customer journey and drive continuous improvement, ultimately fostering customer retention and advocacy.

- Bachelor's degree in Marketing, Business, Psychology, or a related field
- 3+ years of experience in customer experience, journey mapping, or related roles
- Strong analytical skills with the ability to interpret complex data and present actionable insights
- Proficiency with customer journey mapping tools and software
- Excellent communication and interpersonal skills
- Experience working with cross-functional teams
- Solid understanding of customer feedback mechanisms and survey tools
- Ability to develop and implement customer-focused strategies
- Knowledge of A/B testing techniques and best practices
- Familiarity with competitive analysis methods
- Proven project management skills with the ability to manage multiple projects simultaneously
- Strong documentation and reporting skills
- Up-to-date knowledge of industry trends and emerging technologies in customer experience
- Problem-solving skills and the ability to resolve customer issues effectively
- Experience in conducting workshops and training sessions
- Capability to create and develop customer personas
- Adept at using CRM platforms and other customer experience management software
- Strong organizational skills and attention to detail

- Review and analyze customer journey maps to identify pain points and opportunities for enhancement
- Collaborate with cross-functional teams to align strategies and improve customer experience
- Monitor and assess customer feedback from various touchpoints
- Develop and implement strategies to optimize customer interactions across all channels
- Track and report key performance metrics related to customer journey improvements
- Conduct competitive analysis to identify best practices in customer experience
- Design and execute A/B testing to evaluate engagement tactics
- Facilitate workshops and training sessions on customer journey insights
- Deploy new tools and platforms to enhance customer journey capabilities
- Maintain detailed documentation of customer journey processes and enhancements
- Communicate with stakeholders to provide updates and solicit feedback
- Liaise with product development teams to integrate customer feedback into product roadmaps
- Stay up-to-date with industry trends and emerging technologies
- Respond promptly to customer inquiries and resolve issues in collaboration with relevant departments
- Coordinate and oversee customer journey initiatives from concept to completion
- Develop customer personas to understand target audiences
- Participate in strategy meetings to align customer journey goals with business objectives
- Prepare presentations and reports detailing findings and recommendations

The ideal candidate for the Customer Journey Specialist role is an empathetic and customer-centric professional with a Bachelor's degree in Marketing, Business, Psychology, or a related field, complemented by over three years of experience in customer experience, journey mapping, or a similar capacity. They possess strong analytical and problem-solving abilities, adept at interpreting complex data and presenting actionable insights, supported by proficiency in customer journey mapping tools and software. Exceptional communication and interpersonal skills are essential, as they will collaborate with cross-functional teams to enhance customer interactions across all channels. This candidate demonstrates a solid understanding of customer feedback mechanisms and survey tools, as well as knowledge of A/B testing techniques and competitive analysis methods. Their proven project management skills enable them to oversee multiple initiatives simultaneously, while their documentation and reporting capabilities ensure comprehensive tracking of progress and outcomes. With a keen eye for detail and a strategic mindset, they are innovative and adaptable, staying abreast of industry trends and technologies to continuously improve the customer experience. Their passion for enhancing customer journeys, coupled with strong organizational skills, resilience in handling feedback, and the ability to make data-driven decisions, sets them apart as a proactive, self-motivated professional dedicated to delivering exceptional results.

- Review and analyze customer journey maps to identify pain points and opportunities for enhancement
- Collaborate with cross-functional teams including marketing, sales, and customer support to align strategies and improve customer experience
- Monitor and assess customer feedback collected through surveys, interviews, and various touchpoints
- Develop and implement strategies to optimize customer interactions across all channels
- Track and report key performance metrics related to customer journey improvements and overall satisfaction
- Conduct competitive analysis to benchmark and identify best practices in customer experience
- Design and execute A/B testing to evaluate the effectiveness of different engagement tactics
- Facilitate workshops and training sessions to educate staff on customer journey insights and strategies
- Work closely with technology team to deploy new tools and platforms that enhance customer journey capabilities
- Create and maintain detailed documentation of customer journey processes and enhancements
- Communicate regularly with stakeholders to provide updates on progress and solicit feedback
- Liaise with product development teams to ensure customer feedback is integrated into product roadmaps
- Stay up-to-date with industry trends and emerging technologies that can improve the customer experience
- Respond promptly to customer inquiries and resolve issues by collaborating with relevant departments
- Coordinate and oversee customer journey initiatives and projects from concept through completion
- Develop customer personas to better understand target audiences and create tailored experiences
- Participate in strategy meetings to align customer journey goals with broader business objectives
- Prepare presentations and reports detailing findings and recommendations related to customer experience enhancements

- Empathetic and customer-centric mindset
- Strong analytical and problem-solving abilities
- Innovative and creative thinker
- Excellent communication and presentation skills
- Collaborative team player
- Detail-oriented with strong organizational skills
- Adaptable and flexible in a dynamic environment
- Proactive and self-motivated
- Strategic and critical thinker
- Passionate about enhancing customer experiences
- Technologically savvy and open to new tools and platforms
- Results-driven with a focus on continuous improvement
- Effective time management and multitasking abilities
- Strong interpersonal skills
- Capable of making data-driven decisions
- Resilient and able to handle constructive feedback

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- 401(k) plan with company matching
- Paid time off (PTO) and paid holidays
- Flexible working hours and remote work options
- Employee wellness programs and resources
- Professional development opportunities and training programs
- Tuition reimbursement for further education
- Performance-based bonuses and incentives
- Employee assistance program (EAP)
- Parental leave and family support benefits
- Access to cutting-edge tools and technology
- Company-sponsored social and team-building events
- Discount programs for various services and products
- Opportunities for career advancement within the organization
- Inclusive and supportive work environment
- On-site fitness facilities or gym membership discounts
- Commuter benefits and transportation reimbursement
- Recognition and rewards program for outstanding performance