IT Customer Journey Consultant Our Global Logistics Client is currently looking for Senior Consultant – with strong and recent experience of Customer Journey optimisation from an IT perspective. If you’re passionate about customer-centric IT strategies and have a knack for mapping and improving customer journeys, we want to hear from you Role Overview As a Senior IT - Customer Journey Consultant, you’ll analyse, design, and optimize IT processes for the journey customers take from start to finish. Working across departments, you’ll be a key player in identifying, developing solutions, and implementing strategies that enhance our customers' overall experience. This role requires a combination of strategic IT thinking, analytical skills, and empathy for customer needs. Key Responsibilities Customer Journey Mapping: Develop and refine customer journey maps to understand current experiences and pinpoint areas for improvement. Data Analysis&Insights: Leverage customer feedback, journey analytics, and performance data to assess customer satisfaction and behaviour. Solution Design: Identify pain points and design innovative solutions to improve customer experience at every stage of the journey. Continuous Improvement: Create reports to monitor improvements, providing actionable insights to stakeholders and adjusting strategies as needed. Skills&Experience Multiple years’ experience consulting on customer experience, consulting, journey mapping, or related workstreams. Ideally you have a strong Logistics Industry background Proficiency in journey mapping tools (e.g., Smaply, UXPressia) and data analysis platforms (e.g., Tableau, Google Analytics) Strong analytical abilities with a focus on data-driven decision-making Excellent communication and presentation skills Ability to work collaboratively across teams and influence without authority A strong customer-focused mindset with the ability to empathize and think from the customer’s perspective