Customer Journey Specialist
OIO Väst AB / Datajobb / Göteborg
2024-07-11
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hela Sverige The SaaS-company Avinode Group, owned by CAMP Systems, has a suite of global digital B2B services for business aviation and is now looking to strengthen their Customer Experience team with a Customer Journey Specialist. The company is constantly striving to close identified gaps in the market by creating innovative and essential tools for modern business aviation. They are doing so with three platforms, Avinode, Schedaero, and Paynode.
Annually, Avinode processes around 4.5 million trip searches and 6 million trip requests for the business aviation industry. Schedaero is a flight operations platform that enables operators and flight departments to efficiently schedule, maintain, and sell private fleets. It centralizes all charter sales activities and details in one place. Paynode is the payment platform specifically designed for the air charter industry. It allows members to make and receive payments with anyone, anywhere, all in one seamless workflow.
Your will work with customer journey maps to break down customer experience in different stages. From brand discovery, to being a first-time user, to becoming a loyal repeat-customer. By breaking down customer segments and personas, you will work on creating bespoke journeys suited for each client segment. The role will involve working cross-functional with colleagues from different departments - marketing, onboarding, support, sales and many more. You will also have a great deal of data to work with in order to better understand client interactions and will also have competent data engineers at your disposal. It is essential to have a strong enthusiasm for planning, organization, and innovative problem-solving, coupled with an excellent grasp of how people, objectives, processes, and systems interconnect in a complex organizational landscape. It is also meritorious to have a mindset geared towards continuous improvement and adaptability, with a focus on promoting and embedding customer journey mapping within the organization.
Responsibilities
Customize journey maps to address specific needs and include aspects that are relevant for each case.
Design, build and manage customer journeys for various touchpoints in the customer lifecycle
Create bespoke touch point journeys, as well as tweak existing experiences
Create and implement customer journeys with other teams that drive towards positive customer and business outcomes
Using our tech stack to create these journeys which contains the use of multiple tools
Work with other teams to create customer experience excellence
Own and drive a regular cross-functional schedule of reviewing key customer experience journeys and/or touchpoints with the customer experience team and, more widely, with other team stakeholders
Apply an insight-led but action-orientated approach to understanding and documenting the performance of our key customer journeys and touchpoints, working with Insight to use an appropriate mix of quantitative and qualitative measurement and data analysis.
Regularly report the status of key customer journeys and touchpoints to stakeholders.
Ideal candidate
Experience working with customer segmentation and complex customer journeys
4+ years' of experience in a customer journey centered role
Great with analytics - capable of understanding and analyzing metrics to base your actions and business cases on
Experience in managing multiple priorities and resources simultaneously while collaborating with cross-functional teams.
Expertise in Project Management and/or Program Management.
A proactive self-starter who is driven by achieving tangible results and outcomes.
Familiarity with process improvement methodologies.
Exceptional communication and presentation skills.
Thrives in a cross-functional environment where collaboration brings about optimal results.
Communicating fluently in English - written and spoken
Experienced in design thinking, agile projects, lean startup 'test and learn' experimentation.
To become a "Noder" you have to be a good thinker and communicator. Your analytical skills combined with a deep understanding of how every interaction a customer has with Avinode is crucial and needs to be consistent towards the brand and service. You love building advanced automated customer journeys that drives a positive outcome for both the customer and the business. Your drive is contagious and speaking in metrics and numbers is probably how you interact with stakeholders a lot of the time.
Employment
This is a recruitment process meaning you will be hired by Avinode directly and OIO acting as a recruitment partner with all questions regarding the role going through us. You will be reporting to the Customer Experience Director.
Additional info
Employment type: Full-time, office hours with a flexible schedule
Location: Hybrid/Remote Sweden or Remote US
Contact: Hanna Lundblad -
hanna.lundblad@oio.se About OIO
Our passion is to help you find the right role and workplace. At the same time, we are aware of the fact that you are picky and choose carefully before taking your next career step, we would do the same. That is why we are dedicated in making sure we get to know you and your ambitions during the recruitment process. We believe that people in the right place have a greater chance of reaching their full potential. Through fair, uncomplicated employment conditions and a present leadership, we strive to help you grow professionally. In this way, we aim to become an obvious career partner for you. We are as picky as you are.
Ersättning Månadslön - Fast lön
Så ansöker du Sista dag att ansöka är 2024-08-30
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare OIO Väst AB (org.nr 559351-5835),
https://oio.se/ Arbetsplats OIO
Jobbnummer 8798128