Customer Journey Planning Analyst

Office Depot
15 May 2018
21 May 2018
Contract Type
Full Time
Office Depot has an exciting opportunity for a Customer Journey Planning Analyst to join the team in Milton Keynes. The role is a full time, permanent position offering an excellent salary and benefits package.

We are Office Depot. We provide business supplies and services to help our customers work better - whatever their workplace. We are a single source for everything customers need to be more productive, including the latest technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials.

Office Depot operates in thirteen countries through its two main brands Office Depot and Viking, with retail stores in France and Sweden.

Your job as the Customer Journey Planning Analyst:

You will analyse customer behaviour and customer behaviour trends and apply this analysis to the Viking and Office Depot offerings (catalogue, web, telesales, customer support centre, etc). You will engage with internal stakeholders to use data driven insights to offer solutions and opportunities to maintain the customer journey in the light of ongoing commercial developments. You will support in defining processes to evaluate the success of the journeys and adjust as required.

Your responsibilities as the Customer Journey Planning Analyst:

- Measure the results of the costumer journeys to improve conversion and share of wallet.

- For the online touch points, translate the customer journey analytics into an efficient and effective actionable insights.

- Liaise with external parties to execute customer research.

- Feed the results of the customer journey and user research into stakeholders.

- Review methodology, tooling and techniques in order to have a best practice environment available.

- Focus on ensuring the optimisation of customer satisfaction (emotional response to the interaction, effectiveness of the interaction in meeting the needs of the customer) and the cost of the interaction.

- Keep informed about market developments in your areas of responsibility.

- On a regular basis inform management and other stakeholders about these development and recommend action to align with developments.

- Provide insights at request or at own initiative regarding quantitative and qualitative developments by means of periodical and ad hoc reports. Participate in assigned projects, within the project management guidelines.

- Build and maintain a network of relevant internal and external customers and vendors to create access to new information.

Your profile as the Customer Journey Planning Analyst:

- Analytical expert, able to use and learn reporting and insight tools.

- You are a team player, willing and able to work cross discipline to achieve optimal results.

- You have commercial insights allowing you to define the most relevant customer experience.

- You are fact driven, ensuring decision making is driven by proper measurement techniques.

- You understand segmentation and personalization concepts and use these to design journeys for specific customers or customer groups.

- Customer focus and a clear drive for results.

- You have an attitude of continuous learning to keep up to date with social and market developments.

- You have good understanding of journey planning methodologies, tools and techniques.

- Fluent knowledge of English language, spoken and written. Other language skills (Dutch, German, Spanish, French and Italian) would be a distinct advantage.

If you feel you have the skills and experience required for the Customer Journey Planning Analyst, please click ‘Apply’ today.

Keywords: Milton Keynes, Customer Journey Planning Analyst

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