About the Role
The Customer Insights Journey Specialist is responsible for designing and optimizing multi-channel engagement journeys using Microsoft Dynamics 365. This involves leading cross-functional workshops and collaborating with marketing, recruitment, student support, and academic teams to co-design data-informed strategies.
Key Responsibilities
* Customer Journey Mapping: Engage with business units to review and analyze existing multi-channel customer journeys across email, SMS, web, social, and events.
* Journey Blueprint Design: Translate business requirements into Microsoft Customer Insights journey blueprints using real-time and outbound journey orchestration.
* Journey Configuration & Deployment: Build, configure, and launch customer journeys within Microsoft Customer Insights, ensuring alignment with marketing goals and compliance standards.
* Segmentation & Targeting: Create dynamic and static customer segments using demographic, behavioural, and transactional data.
* Form & Power Pages Development: Design and implement forms, landing pages, and Power Pages to support lead capture, event registration, and customer feedback.
* Campaign Management: Assist in the setup, execution, and optimization of marketing campaigns within Microsoft Customer Insights, including A/B testing and automation.
* Performance Monitoring & Reporting: Track journey performance metrics, generate insights, and provide regular or self-serve reports to stakeholders using built-in analytics and Power BI.
* Best Practice Advisory: Provide guidance on multi-channel marketing best practices, compliance, and customer engagement strategies.
* Social Media Integration: Support the integration and management of social media channels within Microsoft Customer Insights, including social listening and engagement tracking.
* Continuous Improvement: Stay current with Microsoft Customer Insights updates and industry trends to continuously improve journey design and customer experience.