The architect of context.

Primary Responsibilities

• Cross-Functional Liaison: Bridging Product, Marketing, and Customer Support silos so the journey is owned end-to-end, not handed off at department doors.
• Journey Research: Running continuous interviews, funnel analysis, and support-log review to keep the canonical map current with real behavior.
• Sentiment Analysis: Interpreting qualitative feedback and survey signals into actionable journey improvements at specific touchpoints.
• Metric Harmonization: Defining unified success criteria — journey KPIs — that transcend departmental metrics and expose the whole path.
• Prioritization: Ranking fixes by their impact on the entire journey rather than local optimization, so the route improves coherently.

Essential Proficiencies