Ninuca Pilauri

• Develop and execute the customer journey strategy to ensure a seamless and positive experience across all customer touchpoints. • Define the vision and objectives for customer journey management in alignment with the company's goals and customer experience standards. • Map out and continuously refine customer journey maps to identify pain points, gaps, and opportunities for improvement. • Collaborate with cross-functional teams (e.g., marketing, sales, service, product) to design and implement customer-centric processes & solutions. • Conduct in-depth research to understand customer behaviors, preferences, and expectations through methods such as surveys, focus groups, interviews, mystery researchs. • Analyze market trends, competitive landscape, and industry benchmarks. • Leverage qualitative and quantitative research findings to guide the development and refinement of customer journey initiatives. • Utilize customer data and analytics to monitor and measure the effectiveness of customer journeys. • Gather and analyze customer feedback through various channels to drive improvements and innovation. • Work closely with senior leadership to advocate for customer-centric initiatives and ensure alignment with business objectives. • Partner with IT and digital teams to leverage technology and tools that enhance the customer experience. • Identify and implement best practices and process improvements to optimize customer interactions and satisfaction. • Develop and oversee programs to enhance customer retention, loyalty, and advocacy. • Stay updated on industry trends, emerging technologies, and best practices in customer journey management. • Introduce innovative approaches and solutions to keep the customer experience fresh and relevant. • Establish key performance indicators (KPIs) and metrics to assess the effectiveness of customer journey initiatives. • Prepare and present regular reports on customer experience performance and improvement initiatives.

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