Customer Experience Analyst

Frontiers + Seguir empresa
100% En remoto 20/07/2022

Descripción de la oferta de empleo

We are on a mission to make science open so everyone can live healthy lives on a healthy planet

Who we are

Frontiers is an award-winning open science platform and leading open access scholarly publisher.

We are one of the largest and most cited publishers globally. To date, our 200,000 freely available research articles have received more than 1 billion views and downloads and 2 million citations. Our journals span science, health, humanities and social sciences, engineering, and sustainability. And we continue to expand into new academic disciplines so more researchers can publish open access.

Be part of the publishing revolution and help us transform the way research is published, evaluated, and communicated to the world.

Job Role

In our new unit called customer journeys, we´re looking for a confident human to join our newly built team of five customer journey analysts, who analyze customer experiences and enable their orchestration.

In this role, you´ll be responsible to discover, understand, and orchestrate our customer experiences and journeys. You take charge to make these insights known and acted upon across the business. To do that, you introduce and shape our landscape of tools, data sources, methods, and journey operations. You support our marketing and customer journeys with this customer-centric perspective. Your main partners in crime are our customer journey owners, and marketing journey owners, who you will teach everything they need to know about actual experiences to support our growth. You´ll be at home in a team of five journey analysts, with the extended team having journey management and marketing automation specialists.

Minimum skills

- 2 years of experience in customer journey analytics, for individual experiences, and/or journeys
- 1 year in orchestrating customer journeys
- Experience in using journey analytics and orchestration IT tools
- A simple portfolio showcasing your customer experience work
- Experience in transforming organizations towards customer-centricity
- Customer-centric mindset and toolset
- Good understanding of information technology
- English (excellent communication – written and oral)

Desirable skills

- Experience in academia and research communities
- Degree in service design, human-centered design, or similar
- Experience in customer journey management


With more than 50 nationalities represented in our global team, you will work regularly with teammates in other countries, and with our community of researchers, editors, and authors from around the globe.

Our mission to create solutions for healthy lives also extends to the working environment we provide for our employees.

This includes:

- 100% remote working
Employees now have the flexibility to choose where they want to work, with remote working available on a part- or full-time basis (not applicable to some Business Support jobs due to nature of role).

- Learning and development
All employees have access to LinkedIn Learning (and Pluralsight for our technology team), an annual personal learning budget, and dedicated L&D time.

- Wellbeing
We offer free online yoga classes, an employee assistance plan, access to the Headspace app, and four wellbeing days on top of your annual leave allowance.

- Volunteering opportunities
Employees can dedicate three days each year to volunteer for a personal cause or through our volunteering partner platform, Alaya.

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.

Otros detalles de la oferta

Formación Mínima: Grado Medio

Nivel Profesional: Empleado

CVs inscritos en el proceso: 18

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Datos principales de la oferta
  • 100% En remoto
  • Analista
  • Jornada completa
  • 2 años
  • Indefinido
    Tipo contrato
  • customer journey

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