Ep.10 - Transforming CX at Nissan - Jivesh Juneja

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Summary

In this episode of The Experience Edge, Jivesh Juneja, Customer Journey Director at Nissan, shares how he’s reshaped customer experience for over 500 million annual visitors.

Discover how Nissan shifted from product-centric to customer-focused strategies by streamlining operations with the Try, Buy, Use framework. They leveraged data to enhance customer journeys and identify "serious buyers."

Jivesh also shares practical advice on fostering innovation, building cross-functional teams, and driving measurable business outcomes.

Guest Bio 

Jivesh Juneja is a visionary business leader and technology enthusiast, currently spearheading innovation at Nissan Motor Corporation. With over a decade of expertise in digital product management and customer experience, he employs a data-driven approach to managing customer journeys. Notably, he has optimized digital platforms with over 80 million annual visitors and enhanced integration across all customer touchpoints.

Jivesh has a remarkable track record of leading large teams, managing high-stakes projects, and collaborating with senior stakeholders to deliver transformative results. It’s rare to have a journey director on the show whose expertise spans business development, omnichannel marketing, communication strategy, data analysis, and project management.

Chapters:

00:00 Introduction to Jivesh Juneja and His Expertise

01:16 Transitioning to Customer Journey Director at Nissan

02:22 Nissan’s Shift to Journey-Centric Transformation

05:07 Organizing Around the Try-Buy-Use Framework

08:56 Balancing Optimization and Innovation

13:23 Implementing Scaled Agile Framework (SAFe) for Customer Journeys

18:25 Aligning Teams Around Value Streams

24:32 Prioritization Through Journey Taxonomy

31:26 Quarterly Planning and Continuous Improvement Rituals

38:18 Measuring Success with Data and Metrics

43:55 Securing Executive Buy-In for Transformation

46:01 Lessons Learned from Journey Transformation

52:26 Shifting from Product-Centric to Customer-Centric Thinking

56:09 Lightning Round: Jivesh’s First, Last, Worst, and Best Journeys

01:04:56 Closing Remarks and Jivesh’s Contact Details

Follow Jivesh - ⁠⁠https://www.linkedin.com/in/jiveshjuneja/

Follow Jochem - ⁠https://www.linkedin.com/in/jochemvanderveer/