Experience Journey Owner

About the Role

We are looking for a Experience Journey Owner to join our Experience Strategy & Discovery team. This role is responsible for identifying, analyzing, and framing key customer and seller experience problems and opportunities through data analysis, Voice of Customer, research, and journey insights.

The Business Analyst as an Experience Journey Owner translates complex data, feedback, and journey observations into structured insights, clear problem statements, and decision-ready recommendations for cross-functional teams and management. This is an Individual Contributor role focused on problem discovery, deep analysis, and analytical direction rather than operational execution ownership.

Key Responsibilities

• Analyze customer and seller experience data to identify trends, friction points, root causes, and improvement opportunities.
• Conduct deep-dive analyses on KPIs, VOC, user behavior, journey performance, and operational signals to uncover actionable insights.
• Translate data, research findings, and journey observations into structured insights, clear problem statements, and decision-ready recommendations.
• Support metrics governance by defining, reviewing, validating, and improving experience-related KPIs and measurement frameworks.
• Monitor key experience and performance metrics, interpret KPI movements, detect deviations, and assess business impact.
• Develop and update end-to-end customer and seller journey maps to identify pain points, bottlenecks, drop-offs, and moments of truth.
• Collaborate with Marketing, Product, Commercial, Operations, and Technology teams to align on experience priorities and evidence-based decisions.
• Present findings in a clear, business-relevant way and act as an analytical advisor on experience-related topics. 

Qualifications & Experience

• Minimum 2 years of relevant experience in areas such as Business Analysis, Business Intelligence, Insight, Customer Experience, or related analytical roles.
• Bachelor’s degree or higher in MBA, Management, Industrial Engineering, Computer Engineering, or related fields.

Technical Competencies

• Data Analysis
• Data-driven Thinking
• Trend Analysis
• Problem Identification
• Problem Framing
• Root Cause Analysis
• Insight Generation
• VOC & Research Design
• Journey Mapping
• Stakeholder Management
• Business Storytelling & Communication
• Metrics Governance
• Trade-off & Decision Traceability

Required Tools

• SQL
• Python
• Power BI
• Presentation tools
• Journey mapping / collaboration tools

Behavioral Competencies

• Structured Thinking
• Critical Thinking
• Ownership
• Curiosity
• Attention to Detail
• Ambiguity Management

Plus

• Documentation tools
• Product analytics tools
• Survey / VOC tools
• Qualitative research / synthesis tools