Customer Journey Analytics Lead

Norton Blake; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Norton Blake in London seeks an experienced Customer Journey Analytics & Experience Measurement Lead to drive a new Customer Journey Analytics dashboard and strengthen how digital customer experience is measured across the organisation.

You will collaborate with Experience Managers, Product Owners and Data & Analytics teams to define KPIs, identify data gaps, and translate analytics into prioritised backlogs and improvement roadmaps.

Qualifications

• Experience in Customer Journey Analytics or CX measurement initiatives.
• Ability to define and measure CX KPIs and digital success metrics.
• Strong dashboard and reporting development experience.
• Identify data quality, tagging and reporting gaps with stakeholders.
• Experience gathering requirements and managing stakeholder expectations.
• Ability to create prioritised backlogs and delivery roadmaps.

Responsibilities

• Build and develop a Customer Journey Analytics dashboard for visibility of digital journey performance.
• Define customer experience KPIs and measurement frameworks across key journeys.
• Collaborate with Experience Managers, Product Owners and Data teams to align reporting with priorities.
• Identify data gaps, tagging issues and reporting limitations to improve data quality.
• Create actionable dashboards and reports for business and product stakeholders.
• Translate insights into prioritised backlogs and improvement roadmaps.
• Support journey mapping and optimisation across enterprise digital platforms.
• Establish a consistent approach to measuring customer experience and journey success.

Skills

Customer Journey Analytics

Digital Analytics

Dashboard Development

Stakeholder Management

Backlog & Roadmaps

Data Quality

Tools

Adobe Analytics

Adobe Journey Analytics

Adobe Experience Platform

Google Analytics

Contentsquare

Amplitude

Mixpanel

Job description

Customer Journey Analytics & Experience Measurement Lead
Location: London
Contract Type: Contract
Hybrid Working: Hybrid - 2 Days on site
The RoleWe are looking for an experienced Customer Journey Analytics & Experience Measurement professional to support the development of a Customer Journey Analytics dashboard and strengthen how digital customer experience is measured across the organisation.
You will work closely with Experience Managers, Product Owners, Digital Channel teams, and Data & Analytics stakeholders to define meaningful customer experience KPIs, identify gaps in data and tracking, and turn insight into prioritised improvement plans.
This is a highly collaborative role for someone who understands how to connect customer behaviour, digital analytics and performance reporting to tangible product and journey improvements.
Key Responsibilities

• Build and develop a Customer Journey Analytics dashboard to provide clear visibility of digital customer journey performance.
• Define customer experience KPIs, success metrics and measurement frameworks across key digital journeys.
• Partner with Experience Managers, Product Owners, Data & Analytics teams and Digital Channel teams to understand requirements and align reporting to business priorities.
• Identify gaps in available data, including data quality issues, tagging gaps, event classification and reporting limitations.
• Work with analytics and technical teams to improve the quality, consistency and availability of customer journey data.
• Create performance dashboards and reporting that provide clear, actionable insight for business and product stakeholders.
• Translate customer journey and analytics insight into prioritised backlogs and improvement roadmaps.
• Support journey mapping, customer insight and optimisation activity across enterprise-scale digital platforms.
• Help establish a more consistent approach to measuring customer experience and digital journey success.

Essential Experience

• Experience working in Customer Journey Analytics, digital analytics, product analytics or customer experience measurement initiatives.
• Experience defining and measuring customer experience KPIs and digital success metrics.
• Strong dashboard and reporting development experience.
• Experience identifying data quality, tagging, classification and reporting gaps.
• Strong requirements gathering and stakeholder management skills.
• Experience creating prioritised backlogs, improvement plans and delivery roadmaps.
• Experience collaborating with Product, Customer Experience, Digital and Data & Analytics teams.

Desirable Experience

• Knowledge of the Adobe analytics ecosystem, including Adobe Analytics, Adobe Customer Journey Analytics or Adobe Experience Platform.
• Experience working directly with Customer Experience or Experience Management teams.
• Experience with experimentation, performance optimisation and conversion improvement.
• Understanding of journey mapping, customer insight and behavioural analysis.
• Experience supporting large-scale or enterprise digital platforms.
• Exposure to wider analytics tools such as Google Analytics, Contentsquare, Amplitude or Mixpanel.

Ideal Background
You may currently be working as a Customer Journey Analytics Manager, Digital Analytics Manager, Product Analytics Lead, CX Insights Manager, Digital Experience Analyst, or Customer Experience Measurement Lead.
You will be comfortable operating between technical and non-technical stakeholders, able to turn complex customer and digital data into clear priorities that improve the end-to-end customer experience.