小米
Customer Journey & Lifecycle Lead
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职位描述
Responsibilities: • Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels. • Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle. • Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness. • Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurat
任职要求
What we're looking for: • Proven experience leading customer journey, customer experience, lifecycle marketing, customer operations or service design functions. • Strong understanding of customer behaviour, customer lifecycle management and experience design principles. • Experience designing and improving end-to-end customer journeys across multiple channels and touchpoints. • Strong analytical capabilities with the ability to translate customer insights and operational data into actionable imp