Experience Transformation Analyst - Business

Key Task

Activities

Deliverable

B2B Journey Mapping Execution and Benchmarking

• Document and update end-to-end B2B customer journeys across digital and offline channels (e.g., onboarding, billing, service support)
• Benchmark journey stages against industry standards and best practices
• Validate journey steps through real customer behavior, system logs, and stakeholder interviews
• Identify key pain points, gaps, and opportunities for improvement along the customer lifecycle
• Journey maps for various B2B customer segments and lifecycle stages
• Comparative benchmarking visuals
• Prioritized list of pain points and proposed improvement actions
  
  

Support on Execution of Initiative

• 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).
  
  

B2B Customer Feedback Analysis

• 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

Support Cross-Team Coordination

• 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).
  
  

Continuous Improvement & Benchmarking

• Research trends and best practices in B2B 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.
  
  

Asset Management & Documentation

• Maintain a centralized, well-organized library of journey visuals, feedback reports, and templates
• Ensure accessibility and version control for all experience-related documentation
• Standardize visual templates and assets to ensure consistency across all deliverables
• Organized repository/folder system
• Updated templates and visual standards
• Accessible documentation toolkit

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