Customer Journey Specialist

Basic Information

Country

United Kingdom

State

Berkshire

Date Published

31-May-2022

Job ID

34127

Travel Amount

up to 10%

Description and Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Customer Journey Specialist

The Customer Journey Specialist has a leading role in designing, developing, and managing the implementation of BMC’s customer journey framework. The Customer Journey Specialist is responsible for developing the strategic framework, associated personas, and supporting artifacts needed to establish the end-to-end customer journey.

Key Responsibilities

Customer Journey / Program Management:

  • Thought leadership and influence on BMC’s overall customer journey implementation
  • Guide the individual Customer Journey teams, working with them to support and improve our Customer Journey development
  • Coach and train team members to understand the customer journey framework and deliver successful Customer Journey implementation
  • Define and lead process improvement to enhance customer interactions and engagement throughout the Customer Journey, including identifying new opportunities to meet and communicate with customers at different stages in the lifecycle
  • Understand the key interactions in the customer lifecycle and drive changes to strengthen BMC and Customer relationships
  • Analyse customer renewal and repeat-custom behaviours to inform marketing and business decisions and improve customer retention and growth
  • Establish and lead recurring governance meetings with key stakeholders and executive sponsors; including preparing materials and briefing the governance team on updates

Critical Experience:

  • Strong understanding and experience of customer service / customer experience journey design, including frameworks and appropriate methodologies
  • Experience working in cross-functional teams with UX professionals, content strategists, and senior stakeholders
  • Understanding of customer lifecycle and business processes including:
    • Sales and Recuring Sales (Subscription/Renewal)
    • Customer Success/Customer Support and Value Realization
    • Supporting and delivering internal change management programs
  • Strong and proven Project management experience including:
    • Managing parallel projects with competing deadlines
    • Managing conflicting cross-functional dependencies
    • Risk and Sponsor/Stakeholder management
  • Detail oriented with excellent communication skills both within project teams and up to Executive Stakeholders
  • Familiarity with research methods including surveys, stakeholder interviews, usability testing, analytics, etc.
  • Experience working in a B2B environment in the tech/software/SaaS industry

Desirable Qualifications/ Certifications: 

  • PMI Project Management Professional (PMP) certification or other formal training in Project Management methodology
  • Certified Customer Experience Professional (CCXP)
#LI-Remote 

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

Country (Req)

United Kingdom