Customer Journey Consultant - F/M/NB

A Cegid é um líder europeu em soluções de gestão empresarial na cloud (fluxo de caixa, impostos, ERP), recursos humanos (folha de pagamento, gestão de talentos), contabilidade, retalho e setores empreendedores. Num mundo em rápida mudança, a Cegid e os seus 5.000 colaboradores tornam mais possível ao ajudar os seus 750.000 clientes a libertar o seu potencial, graças a soluções empresariais inovadoras e com propósito. 

Make more possible, é a nossa vocação. Reflete quem somos, como e por que fazemos as coisas da maneira que fazemos para os nossos clientes. Graças a isto, podemos afirmar que trabalhamos todos os dias para moldar o teu futuro, o nosso futuro e o futuro das empresas dos nossos clientes. Um futuro que temos vindo a definir há anos com os nossos colaboradores, inventando soluções que mudam a forma como as pessoas trabalham, para um desempenho sustentável. 

@ Customer Experience Team

Within the Customer Experience team the Customer Journey consultant
works in close collaboration with all the business contributors connected with
Cegid's clients. The goal of this position is to
understand, map, and optimize the customer experience across all interactions
between Cegid and its clients, for a specific portfolio of solutions. The main mission is to improve customer satisfaction and loyalty,
thereby ensuring better retention and acquisition, though generating growth for
Cegid.

Your mission

• Develop the vision of the customer journey: Gather current operational
  modes from Cegid stakeholders, design the customer journey with them, and
  identify any gaps.


• Map out the customer journey in detail: Specify the needs in terms of
  tools as well as changes in processes to bridge the gaps.


• Collaborate
  with functional teams throughout the deployment phase of the journey
  to measure its effectiveness and make adjustments if necessary.


• Manage the overall project by mobilizing relevant resources and raising
  alerts if needed.


• Maintain the customer journey up to date including customer notifications
  across all customer touch points 

• Previous
  experience in customer-centered roles as CX, UX or Marketing


• Understanding
  of customer journey and design thinking methodologies


• Ability
  to work with cross-functional teams and manage multiple projects
  simultaneously.


• Strong
  communication, facilitation, presentation, and leadership skills


• Analytical
  skills with a goal-oriented attitude


• Knowledge
  of HTML and Visual Collaboration tools (ex.Miro) - preferencial


• Minimum
  5 years of experience


• Fluent
  in English