Experience Transformation Analyst - Commercial

Key Task

Activities

Deliverable

B2C Journey Mapping Execution and Benchmarking

• Document and update end-to-end B2C customer journeys across digital and physical touchpoints.
• Validate journey steps using real customer behavior and feedback.
• Identify pain points and improvement areas along the customer lifecycle by performing on the field benchmarking
• Journey maps (visual format) for both digital and offline channels.
• List of pain points with proposed follow-up actions.
  
  

• Support the implementation of journey improvements or feature rollouts.
• Coordinate follow-up on action items from CX reviews and internal discussions.
• Track the effectiveness of changes implemented.
• Initiative status tracker.
• Summary reports (pre/post changes and impact).
  
  

• Compile and analyse feedback from surveys, NPS, CSAT, complaints, and service interactions.
• Link feedback to specific online/offline journey stages.
• Prioritize issues based on impact and frequency.
• Voice of Customer (VOC) insights report and proposed actions
  
  

• Prepare materials and notes for internal meetings.
• Ensure action ownership and timely execution.
• Meeting summaries and follow-ups.
• Stakeholder alignment materials (decks, journey visuals, trackers).
  
  

• Research trends and best practices in B2C/Commercial experience management.
• Recommend process/tool improvements for execution efficiency.
• Keep CX documentation and references updated.
• Mini briefs on CX benchmarks or trends.
• Updated internal playbook and process documentation.