Customer Journey Specialist

About the role

The Customer Journey Specialist will ensure seamless, engaging, and positive interactions for all Beekman Group product lines. This role focuses on understanding customer needs, improving service delivery, and embedding a customer‑first culture across the organisation.

Key responsibilities

• Map and analyse customer journeys to identify pain points and implement improvements.
• Develop, monitor, and continuously improve service standards and procedures.
• Leverage feedback sources (surveys, NPS, complaints) to drive enhancements.
• Motivate and train customer service teams to align with customer‑centric values.
• Collaborate with marketing, sales, product, and operations to integrate customer insights.
• Adopt AI and emerging technologies to introduce tools, automations, and innovations.
• Draft clear, customer‑focused stories and requirements for IT, marketing, and website content.
• Identify digital and process improvement opportunities for differentiated experiences.

Required profile

• Minimum 5 years of experience in customer journey, experience, or related specialist roles.
• Proven ability to translate customer insights into actionable strategies.
• Familiarity with AI‑driven customer experience tools and platforms.
• Customer‑centric, proactive, and forward‑thinking mindset.
• Strong communication skills and ability to influence cross‑functional teams.
• Comfortable working in a fast‑paced environment.

Required skills

• Chatbots
• Personalization engines
• Analytics platforms