Job detail for Customer Journey Sr Specialist

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We help redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people in achieving their financial goals and help them save time and money.

We operate in a variety of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many other industrial segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people in 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Purpose of the role:

To be the comprehensive owner of the SMB customer journey with Experian, ensuring a fluid, consistent, and friction-free experience at every interaction point, from lead generation to activation, adoption, and service renewal. This role leads the continuous optimization of processes, tools, automations, and management models that support the customer lifecycle, ensuring that each stage is measurable, scalable, and oriented toward maximizing satisfaction, conversion, retention, and business growth.

Additionally, the role is responsible for managing and improving the end-to-end sales funnel, ensuring data quality, operational efficiency, SLA compliance, forecast accuracy, and alignment between the various teams involved, driving an operation based on metrics, continuous learning, and excellence in customer experience.

Key :

Customer Journey and Sales Funnel Management

• Design, govern, and optimize the end-to-end SMB customer journey, ensuring a fluid, consistent, and measurable experience at all touchpoints with Experian.

• Monitor sales funnel performance, identifying friction, bottlenecks, and opportunities for improvement to maximize conversion, retention, and growth.

• CRM Administration and Evolution

• Lead the evolution of the CRM as a central platform for managing the customer lifecycle and commercial operations.

• Ensure the quality, consistency, and traceability of information, promoting management based on reliable data.

• Automation and Operational Efficiency

• Design and implement automations that simplify processes, reduce manual tasks, and improve the experience for customers and internal teams.

• Integrate tools and systems that allow for a scalable operation aligned with business needs.

• SLA Management and Cross-functional Coordination

• Define, monitor, and ensure compliance with SLAs between Marketing, Sales, Operations, Customer Success, and other areas involved in the journey.

• Drive alignment between teams to ensure a friction-free experience and consistent execution.

• Data Governance and Analytics

• Ensure the governance, integrity, and availability of data that supports commercial management and decision-making.

• Develop metrics, dashboards, and indicators that allow for measuring journey performance and detecting optimization opportunities.

• Forecast and Commercial Planning

• Lead the construction and management of the SMB segment sales forecast, ensuring business visibility and predictability.

• Analyze trends, deviations, and risks to enable timely improvement actions.

• Reporting and Business Insights

• Generate periodic analyses on commercial performance, customer experience, and operational efficiency.

• Transform data into actionable recommendations to accelerate the achievement of strategic objectives.

• Continuous Improvement and Revenue Operations

• Identify and implement continuous improvement initiatives that increase the efficiency, scalability, and profitability of the operating model.

• Incorporate Revenue Operations best practices to optimize the integration between people, processes, technology, and data.

Qualifications

Qualifications

• Education: Professional degree in Industrial Engineering or administrative fields.
• Experience:
• Minimum 3 years of experience in Revenue Operations, Customer Journey, Sales Operations, or related areas.
• At least 3 years leading cross-functional initiatives for customer lifecycle optimization and data-driven commercial transformation.
• Experience managing metrics for conversion, retention, customer experience, and commercial productivity at scale.
• Languages: English B1
• Competencies:
• Teamwork
• Assertive Communication

Additional Information

Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, engagement, collaboration, well-being, reward and recognition, volunteering... and the list goes on. Experian's strong people-first focus has been awarded: Great Place To Work™ in 24 countries, FORTUNE Best Companies to Work, and Glassdoor Best Places to Work (4.4 stars globally), to name a few. Take a look at Experian Life on social media or our careers site to understand why.

Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole selves to work regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know as soon as possible.