Norton Blake
Customer Journey Analytics Lead
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Customer Journey Analytics & Experience Measurement Lead
Location: London
Contract Type: Contract
Hybrid Working: Hybrid - 2 Days on site
The Role
We 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.
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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.
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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.
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