Customer Experience Expansion

Impact generated #CXMapping #CustomerJourney #RootCauseAnalysis #CustomerExperience #DataIngestion #ProductImprovement #CustomerInsights #SatisfactionOptimization

I led this project along with the area of Customer Experience. It was aimed at redefining how the company understands thousands of customer journeys across multiple markets and products. The objective was to transition from traditional, fixed-path journey mapping to a flexible, customer-driven approach, reflecting real-world interactions that occur naturally and at customers' convenience while collecting and analysing data that would allow the creation of a timeline of facts 

My role involved developing the methodology and the project goals related to data, coordinating cross-functional efforts, and ensuring tight collaboration with the Customer Experience and Product Development teams. The project required the engagement of various teams in my area and the Heads of Technology and Big Data Infrastructure along with The Head of Business Intelligence and Analytics, managed the technical execution, encompassing data ingestion, transformation, pipeline creation, the data analysis, dashboards and the algorithms involved.

Starting from customer feedback on difficult or unsatisfactory interactions, the team identified key customer journeys and systematically captured data points that would form the basis of a comprehensive interaction timeline. This required the development of analytical pipelines and algorithms capable of determining primary, secondary, and tertiary root causes of customer dissatisfaction, followed by rigorous testing, validation, and direct collaboration with business stakeholders, ensuring accuracy in the analysis and prioritizing actions that delivered maximum impact for the customer experience.

As a result, the project significantly improved the company's understanding of product weaknesses and friction points, streamlining the Customer Experience team's analytical efforts and accelerating response times to customers. The initiative provided a foundation for continuous product improvement, and solidified a scalable methodology for proactively addressing customer pain points.