CV / English / Customer Journey Manager

Person Information

• Name: Emily Carlson
• Address: 472 Maple Street, Bright City, BC 90210
• Phone: (555) 123-4567
• Email: [email protected]

Professional Summary

A dedicated Customer Journey Manager with over 7 years of experience in enhancing customer satisfaction and loyalty through effective journey mapping and personalized customer experiences. Adept at utilizing data analytics to identify key customer touchpoints and optimize the customer experience through innovative strategies and solutions. Proven track record in leading cross-functional teams to drive customer-centric changes and improve business outcomes.

Core Competencies

• Customer Journey Mapping
• Data Analysis and Insights
• Cross-functional Team Leadership
• Customer Experience Strategy
• Process Improvement
• Stakeholder Management
• Digital Marketing
• Project Management

Technologies and Certifications

• CRM Systems: Salesforce, HubSpot
• Analytics Tools: Google Analytics, Tableau
• Project Management: Asana, Trello
• Certifications: Certified Customer Experience Professional (CCXP), Project Management Professional (PMP)

Professional Experience

Customer Journey Manager

Tech Innovations Inc. - Seattle, WA (2018 - Present) - Lead the development and implementation of the customer journey strategies, resulting in a 20% increase in customer satisfaction. - Managed cross-functional teams in creating seamless customer experiences across all digital and physical touchpoints. - Utilized data analytics to identify gaps in the customer journey, reducing customer churn by 15%.

Customer Experience Analyst

Digital Solutions Ltd. - New York, NY (2015 - 2018) - Analyzed customer feedback and behavior through data analytics tools, contributing to the development of targeted customer retention strategies. - Supported the customer journey mapping process, identifying key touchpoints and opportunities for enhancement. - Collaborated with marketing and product teams to align strategies with customer expectations and needs.

Education and Training

• Master of Business Administration (MBA), Marketing University of Bright City, 2015
• Bachelor of Science in Consumer Studies Bright City College, 2013
• Certifications:
  • Certified Customer Experience Professional (CCXP), 2016
  • Project Management Professional (PMP), 2017

Referees

• Chris Jordan Former Team Lead, Digital Solutions Ltd. Email: [email protected] Phone: (444) 555-6666

• Alex Smith Senior Manager, Tech Innovations Inc. Email: [email protected] Phone: (333) 444-5555