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Key Task
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Activities
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Deliverable
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B2C Journey Mapping Execution and Benchmarking
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- Document and update end-to-end B2C customer journeys across digital and physical touchpoints.
- Validate journey steps using real customer behavior and feedback.
- Identify pain points and improvement areas along the customer lifecycle by performing on the field benchmarking
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- Journey maps (visual format) for both digital and offline channels.
- List of pain points with proposed follow-up actions.
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Support on Execution of Initiative
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- Support the implementation of journey improvements or feature rollouts.
- Coordinate follow-up on action items from CX reviews and internal discussions.
- Track the effectiveness of changes implemented.
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- Initiative status tracker.
- Summary reports (pre/post changes and impact).
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Customer Feedback Analysis
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- Compile and analyse feedback from surveys, NPS, CSAT, complaints, and service interactions.
- Link feedback to specific online/offline journey stages.
- Prioritize issues based on impact and frequency.
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- Voice of Customer (VOC) insights report and proposed actions
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Support Cross-Team Coordination
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- Prepare materials and notes for internal meetings.
- Ensure action ownership and timely execution.
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- Meeting summaries and follow-ups.
- Stakeholder alignment materials (decks, journey visuals, trackers).
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Continuous Improvement & Benchmarking
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- Research trends and best practices in B2C/Commercial experience management.
- Recommend process/tool improvements for execution efficiency.
- Keep CX documentation and references updated.
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- Mini briefs on CX benchmarks or trends.
- Updated internal playbook and process documentation.
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