The Role: Customer Journey Analytics (CJA)The Customer Journey Analyst (CJA) plays a critical role in understanding customer behaviors and interactions across various touchpoints. The primary responsibility of this position is to map out, analyze, and optimize the customer journey by leveraging data, insights, and analytical tools. The CJA works closely with marketing, customer support, product development, and sales teams to enhance the overall customer experience, increase retention, and drive business growth.​What You’ll doCustomer Journey Mapping:Develop detailed customer journey maps to illustrate the end-to-end experience for various customer personas.Identify pain points, bottlenecks, and opportunities for improving the customer experience.Data Analysis and Insights:Analyze customer data (qualitative and quantitative) from multiple sources, such as CRM systems, customer feedback, web analytics, and social media.Develop insights from customer behavior data to inform business strategy and decision-making.Collaboration with Stakeholders:Work closely with cross-functional teams (marketing, sales, product, and customer support) to align on key business goals and customer experience strategies.Present findings and recommendations to key stakeholders, including senior management, to drive improvements in the customer experience.Continuous Improvement:Identify and recommend solutions for improving the customer journey at various touchpoints, from awareness and acquisition to retention and advocacy.Monitor and measure the impact of improvements on customer satisfaction, retention, and revenue.Customer Feedback Management:Collect and analyze feedback from customers to understand their needs, preferences, and satisfaction levels.Implement feedback loops to ensure that customer input is regularly considered in business decisions.Technology and Tools Management:Utilize journey mapping tools, CRM platforms, and data visualization tools (e.g., Power BI, Tableau) to gather and present customer journey insights.Stay up-to-date on new technologies and best practices in customer journey analysis.​RequirementsQualificationsBachelor’s degree in Business, Marketing, Data Analytics, or a related field. A master’s degree is a plus.7-10 years of experience in customer experience analysis, marketing analytics, or a related field.Proficiency in data analysis and visualization tools (e.g., Adobe Analytics, Adobe Customer Experience Analysis (CJA), Google Analytics, Tableau, Power BI).Any experience in Adobe Experience Platform (AEP) is a plus.Experience with CRM systems (e.g., Salesforce, HubSpot) and journey mapping software (e.g., Smaply, UXPressia).Strong proficiency in Excel, SQL, or other data manipulation tools.Strong analytical mindset with the ability to transform data into actionable insights.Excellent communication and presentation skills, with the ability to influence stakeholders.A customer-centric approach with a passion for enhancing the customer experience.Strong problem-solving abilities and a keen attention to detail.Ability to work collaboratively in a fast-paced environment and manage multiple projects simultaneously.BenefitsWhat We OfferYou'll have the opportunity to work with a team of industry experts on exciting projects that transform businesses and create significant value. Join us to revolutionize the way companies leverage technology for digital transformation.An opportunity to work on challenging data science and machine learning problems with customers and seeing your work deployed in actionA fast-paced software development environment that uses the latest open-source tools across the development stackAn opportunity to be part of an agile, highly proficient and experienced AI/ML team.We provide a competitive salary and benefits package, a vibrant work environment, and numerous opportunities for professional growth.OnebyZero is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.