Customer Journey Enablement

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

We’re looking for a Customer Journey Specialist to take ownership of the end-to-end customer experience, ensuring every touchpoint — from initial awareness to long-term loyalty — is seamless, engaging, and aligned with our brand. You’ll work cross-functionally with marketing, product, sales, and support to identify gaps, solve friction points, and deliver a unified, customer-centric journey.

Key Responsibilities:

• Map and analyze customer journeys across all stages, segments, and channels
• Identify pain points, opportunities, and moments of delight through data, feedback, and journey analytics
• Collaborate with cross-functional teams to design and implement improvements to the customer experience
• Drive initiatives to improve customer satisfaction, retention, and loyalty
• Work with CX analytics and VoC teams to gather and interpret insights
• Use tools to visualize and document customer journeys
• Ensure messaging, tone, and experiences are consistent across channels
• Monitor key CX metrics such as NPS, CSAT, churn, and CLTV
• Advocate for the customer across the organization and help build a customer-first culture

Desired Qualifications:

• 3–5+ years of experience in customer experience, marketing, product, or a related field
• Strong understanding of customer journey mapping and service design principles
• Experience using data and insights to drive decision-making
• Excellent project management and collaboration skills
• Strong communication and storytelling abilities
• Experience with tools like Salesforce, HubSpot, Google Analytics, Qualtrics, Medallia, Gong, or similar
• Passion for improving customer experience and solving complex problems
• Bonus: Experience with design thinking, UX/CX strategy, or working in agile environments

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net

Keywords: operations, operational excellence, customer satisfaction, customer experience, customer specialist, end user product experience, service delivery manager