Remote Customer Journey Architect

Summary

Join Bloomreach as a Customer Journey Architect and influence our marketing initiatives in the rapidly evolving AI era. This role is pivotal in designing and optimizing the customer experience across all touchpoints, ensuring that our customers receive exceptional service from their first interaction through to long-term engagement.

Requirements

• Professional experience
• Bachelor's degree in Marketing, Business, Data Science, or a related field
• Proven experience in user journey mapping and personalization within a SaaS or digital marketing environment
• Familiarity with B2B SaaS buying journeys is highly desirable
• Proficiency in using data analytics tools and platforms to drive personalization strategies
• Ability to interpret complex data sets and translate findings into actionable strategies
• Desire to understand AI/ML technologies and their application in enhancing customer experiences
• Proven track record of successfully implementing personalization strategies and improving conversion rates that drive business outcomes and growth

Responsibilities

• Customer Journey mapping: Identify and optimize top converting user journeys for Bloomreach’s ideal customer profile (ICP)
• Develop and implement comprehensive user journey maps to optimize experiences across the website and other digital touchpoints
• Collaborate with team to identify and recommend opportunities for A/B testing, website personalization and conversion optimization
• Data Analysis: Conduct in-depth analysis of user behavior and engagement metrics to understand how users interact with the website throughout the buyer journey, from being a first time visitor through to a Bloomreach customer
• Use tools like Bloomreach Engagement, Hockeystack, Hotjar, Google Analytics, Salesforce CRM and calendar scheduling tools to report and optimize
• Content Oversight: Collaborate with content creators to ensure that all customer-facing materials align with the desired customer experience and journey
• Develop personalization strategies to tailor the user experience based on user behavior, preferences, and demographics
• Performance Metrics: Define key performance indicators (KPIs) for measuring the success of customer journey initiatives
• Regularly report on these metrics to stakeholders

Benefits

• Flexible working hours
• Remote work
• 5 paid days off to volunteer
• $1,500 professional education budget on an annual basis
• Employee Assistance Program -- with counselors -- is available for non-work-related challenges
• Subscription to Calm - sleep and meditation app
• Extended parental leave up to 26 calendar weeks for Primary Caregivers
• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location
• Everyone gets to participate in the company's success through the company performance bonus
• Employee referral bonus of up to $3,000 paid out immediately after the new hire starts