At a Glance
- Tasks: Enhance customer journeys by analysing data and implementing improvements.
- Company: Join DriverReviews, Europe's largest verified tyre reviews platform.
- Benefits: Enjoy a competitive salary, bonuses, free tyres, and mental health support.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Make a real impact on customer experiences in the automotive industry.
- Qualifications: Strong analytical skills and a passion for customer experience.
The predicted salary is between 63000 - 77000 £ per year.
Consumer reviews have become a hugely important source of reassurance for consumers shopping online.
When you are online searching for a hotel, a new tv, a pair of trainers or a light bulb, chances are that you have read and been influenced by the consumer reviews that you have read of real customers sharing their real‑world experiences and insights of a product.
A recent study found that 93% of consumers check online reviews before making a purchase, and a product with reviews has a 270% higher chance of being bought as reviews establish credibility, confidence and social proof.
Over 80% of motorists in Europe now go online to research new tyres to buy for their car.
Driver Reviews was created to help support and simplify the consumer journey by allowing consumers to read genuine and authentic tyre reviews from real motorists who have already bought tyres for the same car make and model that the customer needs.
Launched in 2021, Driver Reviews has quickly grown to become Europe’s largest verified tyre reviews platform, partnering with the largest online tyre retailers and tyre manufacturers across 42 countries to collect and syndicate more than 500,000 tyre reviews from genuine, verified motorists.
Our aim is to be the most globally recognised and trusted tyre reviews platform.
Purpose
The Customer Journey Specialist at Driver Reviews is responsible for improving conversion, retention, customer advocacy, and premiumisation through the design and optimisation of seamless, engaging, and effective customer touchpoints.
This role owns the end‑to‑end experience and ensures continuous improvement of the journey by leveraging data, insights, experimentation, and strong cross‑team collaboration.
Key Responsibilities
- Customer Insights & Research
- Collect, monitor, and interpret customer data, behavioural insights, and research to identify opportunities for journey enhancement.
- Maintain a deep understanding of the end‑to‑end customer experience and key user needs.
- Map and visualise the customer journey across all stages, identifying friction points, constraints, and opportunities for improvement.
- Develop and propose improvements to the customer journey backed by data.
- Execution & Action Coordination
- Lead and coordinate the implementation of journey improvements, working closely with cross‑functional teams to ensure smooth delivery.
- Support merchandising and product assortment decisions to align with customer needs and improve conversion.
- Experimentation & Performance Monitoring
- Implement testing and experimentation to optimise journey performance.
- Manage the experimentation roadmap utilising A/B testing tools.
- Continuously track key metrics, iterate based on findings, and maintain a consistent approach to learning and improvement.
- Key Personal Criteria
- Strong customer‑first mindset with the ability to translate insights into actionable improvements.
- Excellent analytical skills, including the ability to interpret data and measure customer experience performance.
- Solid project management capabilities with experience coordinating initiatives across multiple teams.
- Clear and confident communication skills, both written and verbal.
- Strong knowledge of the e‑retail environment, including business context, customer behaviours, and operational teams.
- Resilience and adaptability to drive change, overcome obstacles, and deliver growth‑focused outcomes.
- Curiosity, openness to learning, and willingness to share knowledge across teams.
- An interest in cars/automotive industry is advantageous.
- What we will offer
- Pension provision – we pay 5% of your base salary as an employer’s contribution.
- Up to 12% discretionary annual bonus based on company performance.
- One free set of tyres per annum.
- Perkbox membership.
- Life assurance – up to 5 times your base annual salary in the event of your death while in service.
- Free counselling service and mental health support.
- Cycle to work scheme.
- Location
- Edinburgh, Scotland
How to Apply
- If you’re ready to contribute to our team and grow with us, we’d love to hear from you!
- Submit your application with a CV and cover letter detailing your relevant experience and what excites you about joining Driver Reviews.
- Seniority level
- Entry level
- Employment type
- Full‑time
- Industries
- Technology, Information and Media
- #J-18808-Ljbffr
Customer Journey Specialist employer: DriverReviews
At DriverReviews, we pride ourselves on fostering a dynamic and collaborative work environment that empowers our employees to thrive. As an eCommerce Executive, you will have access to cutting-edge tools and analytics platforms, alongside opportunities for professional development and growth within a forward-thinking company. Our hybrid work model ensures flexibility while being part of a passionate team dedicated to innovation and excellence in the digital space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DriverReviews. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DriverReviews before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Journey Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DriverReviews:Your cover letter is your chance to shine! Tell us why you want to work at DriverReviews specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DriverReviews!
How to prepare for a job interview at DriverReviews
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
