Senior Customer Journey Design Specialist (Remote, Denmark)

Job summary

This role focuses on transforming complex customer interactions into seamless and engaging experiences, contributing to the enhancement of customer satisfaction through structured analysis and targeted journey improvements.

Qualifications

• Bachelor’s degree in business administration, marketing, communications, or a related field.
• Experience with customer experience (CX) and customer relationship management (CRM) platforms, such as TheyDo and Salesforce, is advantageous.
• Significant background in customer experience, journey mapping, digital product management, project management, or a related B2B field.
• Strong analytical skills with proficiency in analytics tools for data-driven decision-making.
• Customer-centric mindset with a solid understanding of customer needs and behaviors.
• Proven project management skills, capable of managing multiple projects effectively.
• Fluent in English, both written and verbal.

Responsibilities

• Enhance customer experience by strategically planning and optimizing end-to-end customer journeys.
• Map existing journeys to identify critical touchpoints and areas for improvement.
• Analyze customer interactions to develop strategies for smoother experiences.
• Collaborate with digital teams, process specialists, and frontline staff to ensure alignment.
• Continuously review and refine customer journeys using feedback and performance metrics.
• Serve as the expert in customer journey design, providing guidance and best practices across the organization.

Skills

• Excellent verbal and written communication skills for effective reporting and collaboration.
• Ability to work collaboratively in a matrix organization with multinational stakeholders.
• Strong problem-solving skills to identify journey issues and develop innovative solutions.
• Strategic thinking to align journey mapping with broader business objectives.
• High attention to detail for accurate mapping of customer touchpoints.

Education

• A relevant bachelor's degree is required.

Tools

• Familiarity with CX and CRM platforms, particularly TheyDo and Salesforce, is preferred.