Job Description:
Job Description: Customer Journey Analyst
Location: Rome, Italy
Industry: Business Process Outsourcing (BPO) & Knowledge Process Outsourcing (KPO)**
The Customer Journey Analyst is responsible for mapping, analyzing, and optimizing the end-to-end customer experience across multiple touchpoints to enhance service quality and client satisfaction in a BPO/KPO environment. Based in Rome, this role supports data-driven strategies to improve customer retention, streamline operations, and align service delivery with evolving client expectations.
Key responsibilities include collecting and analyzing customer interaction data, identifying friction points, and developing journey maps and personas. The analyst collaborates with cross-functional teams—such as customer support, operations, and product development—to recommend actionable improvements that drive engagement and loyalty.
Proficiency in customer analytics tools (e.g., Adobe Analytics, Google Analytics, Salesforce, or CX platforms like Medallia or Qualtrics) is essential. The role also involves preparing reports, dashboards, and insights presentations for stakeholders and clients.
Strong analytical thinking, communication skills, and an understanding of customer behavior and business processes are critical. The Customer Journey Analyst plays a vital role in shaping service experiences that are intuitive, personalized, and efficient, ensuring BPO/KPO clients maintain competitive customer experience standards in highly dynamic service environments.
Job Requirement:
Job Requirements: Customer Journey Analyst
Location: Rome, Italy
Industry: Business Process Outsourcing (BPO) & Knowledge Process Outsourcing (KPO)**
Candidates must hold a bachelor’s degree in Business Administration, Marketing, Data Analytics, Customer Experience, or a related field. A minimum of 2–4 years of experience in customer journey analysis, customer experience (CX) strategy, or service process improvement—ideally within the BPO or KPO industry—is required.
Applicants should have hands-on experience with journey mapping tools (e.g., Smaply, UXPressia), customer analytics platforms (such as Qualtrics, Medallia, Google Analytics, or Adobe Analytics), and CRM systems like Salesforce. Proficiency in data visualization tools (e.g., Power BI, Tableau) and working knowledge of customer segmentation, NPS/CSAT tracking, and touchpoint performance analysis are essential.
Strong analytical and problem-solving skills, along with the ability to interpret both quantitative and qualitative data, are necessary. Candidates must demonstrate excellent communication and stakeholder engagement skills to translate customer insights into actionable business recommendations.
Fluency in English is mandatory; knowledge of Italian or additional languages is a plus. The ideal candidate is detail-oriented, customer-centric, and skilled in improving service journeys that enhance satisfaction, efficiency, and retention across outsourced service environments. Experience in CX research or UX analysis is highly valued.
