Customer Journey Mapping at Blackstone

Dubai, Dubai, United Arab Emirates

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Higher EducationIndustries

Requirements

Bachelor's degree in Marketing, Business Administration, Psychology, or a related field
Deep understanding of customer needs, behaviors, and preferences from a Higher Education Academic Institution personas perspective, to deliver exceptional experiences
Should be a process consultant
Expertise in mapping end-to-end customer journeys, identifying pain points, process re-engineering and designing user-friendly, intuitive digital interfaces
Proficiency in analyzing customer data using CRM, analytics, and feedback tools (Power BI, Tableau, Google Analytics, Medallia, Qualtrics etc.) to drive CX improvements
Experience in creating seamless, consistent experiences across web, mobile, social media, email, and in-store channels; leveraging segmentation and personalization strategies
Skilled in collecting, analyzing, and acting on feedback via surveys, social listening, and direct interactions to enhance satisfaction and loyalty
Ability to develop, implement, and refine CX strategies aligned with business goals, managing organizational change effectively
Strong collaboration with academic business, administrative business, communication, partnership, product, IT, and support teams to ensure cohesive customer experiences
Familiarity with Salesforce, MS Dynamics, HubSpot, Zendesk, Freshdesk, and other CX/feedback platforms; knowledge of omnichannel messaging, A/B testing, and personalization tools
Designing initiatives to improve retention, lifetime value, and satisfaction through loyalty programs and targeted engagement
Ability to handle complaints, resolve conflicts, and turn negative experiences into positive outcomes
Communicate insights effectively to stakeholders
Empathy, strong communication, creativity, adaptability, emotional intelligence, and collaboration to enhance both customer and organizational outcomes
4+ years of experience in customer experience, user experience, or related roles
Proficient in creating customer journey maps and understanding customer-centric design
Strong analytical skills with the ability to interpret data and translate it into actionable insights
Excellent communication and presentation skills, with the ability to influence cross-functional teams
Experience with survey tools, customer feedback platforms, and data analytics software
Creative thinker with a passion for enhancing the customer experience
Ability to work autonomously and manage multiple projects simultaneously in a fast-paced environment

Responsibilities

Conduct research to gather insights on customer behaviors, needs, and pain points throughout their journey with our products and services
Create detailed customer journey maps that visualize the various stages of the customer experience
Collaborate with product, marketing, and support teams to identify opportunities for improvement at each touchpoint
Analyze feedback from customers to refine and enhance the customer journey continuously
Utilize data analytics to track the effectiveness of implemented changes across the customer experience
Present findings and recommendations to stakeholders to drive strategic decisions and initiatives
Stay up-to-date on industry trends and best practices related to customer experience and journey mapping

Skills

Key technologies and capabilities for this role

Customer Journey MappingPower BITableauGoogle AnalyticsMedalliaQualtricsCRMData AnalyticsProcess Re-engineering

Questions & Answers

Common questions about this position

Is this position remote or on-site?

This is an on-site position.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What key skills are required for the Customer Journey Mapping Specialist role?

Key skills include expertise in mapping end-to-end customer journeys and process re-engineering, proficiency in analyzing customer data using tools like Power BI, Tableau, and Google Analytics, strong collaboration with cross-functional teams, and familiarity with CRM platforms such as Salesforce and HubSpot.

What kind of team will I be working with in this role?

You will work closely with cross-functional teams including product, marketing, support, academic business, administrative business, communication, partnership, IT, and other teams to optimize the customer journey.

What makes a strong candidate for this Customer Journey Mapping Specialist position?

A strong candidate has a Bachelor's degree in Marketing, Business Administration, Psychology or related field, deep understanding of customer behaviors from a Higher Education Academic Institution perspective, experience as a process consultant, and skills in data analysis, journey mapping, and cross-functional collaboration.

Blackstone

Global alternative asset management firm

About Blackstone

Blackstone is a leader in alternative asset management, focusing on private equity, real estate, and credit investments. The firm manages over $1.1 trillion in assets and partners with financial advisors to provide access to private markets, aiming to create strong businesses that deliver lasting value. Its main products, BREIT and BCRED, cater to income-focused investors, while the On-Demand Continuing Education Program helps educate investors on private market topics. Blackstone's goal is to identify economic trends and invest in industry-leading businesses to generate strong returns.

New York City, New YorkHeadquarters

1985Year Founded

$18,081.8MTotal Funding

UNKNOWNCompany Stage

Financial Services, Real Estate, EducationIndustries

5,001-10,000Employees

Risks

Increased competition in AI may lead to overvaluation and market saturation.

Potential regulatory scrutiny due to significant investments in diverse sectors.

Economic instability in Europe could impact returns from European investments.

Differentiation

Blackstone is a global leader in alternative asset management with $1.1 trillion AUM.

The firm specializes in private equity, real estate, and credit investments.

Blackstone partners with financial advisors to provide access to private markets.

Upsides

Blackstone's $300M investment in DDN shows a strategic pivot towards AI-driven growth sectors.

The €250M investment in Sia Partners expands Blackstone's footprint in AI consulting services.

Partnership with Jersey Mike’s indicates investment in established consumer brands with growth potential.

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