Senior Customer Journey Analytics Lead

Norton Blake

Greater London

Hybrid

GBP 90,000 - 120,000

Full time

4 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

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.