About the Job
We are seeking a Customer Journey Strategist to design and optimise multi-channel engagement journeys using Microsoft Dynamics 365. You will lead cross-functional workshops and collaborate with marketing, recruitment, student support, and academic teams to co-design data-informed strategies.
Key Responsibilities
* Engage with business units to review and analyse existing multi-channel customer journeys across email, SMS, web, social, and events.
* Translate business requirements into Microsoft Customer Insights journey blueprints using real-time and outbound journey orchestration.
* Build, configure, and launch customer journeys within Microsoft Customer Insights, ensuring alignment with marketing goals and compliance standards.
* Create dynamic and static customer segments using demographic, behavioural, and transactional data.
* Design and implement forms, landing pages, and Power Pages to support lead capture, event registration, and customer feedback.
* Assist in the setup, execution, and optimisation of marketing campaigns within Microsoft Customer Insights, including A/B testing and automation.
* Track journey performance metrics, generate insights, and provide regular or self-serve reports to stakeholders using built-in analytics and Power BI.
* Provide guidance on multi-channel marketing best practices, compliance, and customer engagement strategies.
* Support the integration and management of social media channels within Microsoft Customer Insights, including social listening and engagement tracking.
* Stay current with Microsoft Customer Insights updates and industry trends to continuously improve journey design and customer experience.
About You
* A postgraduate degree in a relevant field or extensive experience in designing and enhancing customer journeys across complex service environments.
* Certification or hands-on experience with Microsoft Dynamics 365 Customer Insights (Data and Journeys).
* Proven ability to manage campaigns and cross-functional initiatives in fast-paced environments, delivering impactful outcomes.
* Strong analytical skills with the ability to build dashboards in Customer Insights and Power BI, interpret data, generate insights, and present back to business.
* Proficiency in Microsoft Power Platform (Power Pages, Power Automate, Power BI), Dataverse, and Azure Logic Apps.