Customer Journey Analytics Lead

Customer Journey Analytics & Experience Measurement Lead

Location: London

Contract Type: Contract

Hybrid Working: Hybrid - 2 Days on site

Have you got what it takes to succeed The following information should be read carefully by all candidates.

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.

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.

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. xwzovoh

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.