Customer Journey Architect

Plexus Worldwide, LLC; Scottsdale (AZ); Vor Ort; USD 85.000 - 110.000; Vollzeit

Benefits dieser Stelle

Competitive medical plans

401(k) with company match

Zusammenfassung

Plexus Worldwide, based in Scottsdale, Arizona, is seeking a Consumer Journey Specialist to map, monitor, and improve the consumer experience across discovery to win-back. You will connect feedback, behavioral data, and operational insights to remove friction and drive coordinated action across teams.

You’ll partner with Marketing, Digital, Customer Service, Product, and IT to reveal journeys, create future-state maps, and translate insights into practical improvements that strengthen engagement

Qualifikationen

• Bachelor’s degree in Business, Marketing, Communications, Design, or related field.
• 3+ years in consumer or customer experience, journey mapping, or related function.
• 4+ years preferred, including exposure to customer lifecycle management and digital experience.
• Ability to map consumer journeys and translate needs into improvements.
• Strong facilitation, documentation, and presentation skills; influence without authority.

Aufgaben

• Journey Mapping: Develop and update current and future state maps across key consumer lifecycle stages, including channels, touchpoints, handoffs, and moments of truth.
• Consumer Insights: Collect and analyze feedback, behavior, operational data, and experience measures to identify friction and opportunities.
• Recommendations: Translate findings into concise improvement briefs, project requirements, proposed actions, and clear success measures.
• Cross Functional Collaboration: Facilitate journey reviews with Customer Service, Marketing, Digital, Product, IT, Operations, Analytics, and others.
• Roadmap Coordination: Support prioritization of opportunities, maintain action plans, and track milestones and progress.
• Launch Readiness: Evaluate impact of new tools, programs, campaigns on the consumer journey and coordinate launches.
• Communication: Prepare concise updates and recommendations for leaders and stakeholders.

Jobbeschreibung

Plexus Worldwide, based in Scottsdale, Arizona, is seeking a Consumer Journey Specialist to map, monitor, and improve the consumer experience across discovery to win-back. You will connect feedback, behavioral data, and operational insights to remove friction and drive coordinated action across teams.

You’ll partner with Marketing, Digital, Customer Service, Product, and IT to reveal journeys, create future-state maps, and translate insights into practical improvements that strengthen engagement