Customer Journey Optimisation module

Level 6 | BA (Hons) Degree level | 9/10 SQA
Optimise experiences. Strengthen connections.

Master the strategies and tools to map, manage, and improve every stage of the customer journey. Use insight, data, and technology to drive loyalty and long-term value.

Earn a respected CIM Award and become the marketer who delivers seamless, customer-focused experiences that fuel growth.

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Accredited award

Digital Marketing Institute
Format
Live online
Start anytime
Live cohort start dates
September 2025
January, April June 2026
Duration
5 weeks
Course tutor
Joe Bell
Course fee

£8625 +VAT
Plus Institutional fees
CIM Fees
Membership £65
Assessment £165
*Team discounts and payment options available

Get a recognised qualification

Join a 300,000 strong digital marketing community!

Over 75,000

Learners

5.0 (62 reviews) 

Why learn with nesma ?

We offer personalised learning that adapts to your changing situation at work and home, and more tutor hours to make sure you achieve your learning goals faster! 

Plus using our exclusive SkillsView™ and dedicated advisors, we work with you to help you build learning pathways to help you get that promotion! 

To learn more about the nesma Way!  ...watch our video!


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Unique offers for this programme: 

We provide a unique range of offers to support your learning experience when completing this qualification:
  • Flexible dual award options to enhance your qualification portfolio.
  • Free access to the Skills Lounge for revision sessions and networking.
  • Earn nesma credits for smoother progression to other programmes.
  • Dedicated expert support available throughout your learning journey.

Course description

This module explores how to design, evaluate, and refine customer journeys using data and insight to drive satisfaction, loyalty, and long-term value.

Learn how to map customer experiences, identify pain points, and apply strategic improvements across channels using a data-led approach.

Perfect for marketers who want to deliver seamless, personalised journeys that strengthen relationships and power business growth.
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What you'll learn

Here’s what you’ll be able to do after completing this module:
  • Create integrated customer journey maps using robust data and insights to enhance customer experience across touchpoints.
  • Identify pain points and performance gaps by auditing the customer journey and applying data patterns to inform strategic improvements.
  • Select and justify key metrics to measure the success of optimisation efforts and demonstrate impact across multiple marketing channels.

Your course includes

  • 5 weeks of expert-led live online classroom sessions
  • Interactive quizzes and practical assignments
  • Revision sessions with tutors 
  • Live online learning with lifetime access 
  • Qualification Certificate

All of our learners gain access to the nesma learning hub via your own homepage.

From here you can access all of your courses, materials and activities, see your progress and work with other students. 

The platform provides broader benefits including skills passport, activity badges, and access to skills intelligence, offers and news!

Aims

Develop practical skills and strategic understanding to map customer journeys, apply data insights, and optimise experiences that build loyalty and long-term value.

On successful completion, you’ll earn a recognised CIM Award—certifying you as a marketing professional ready to enhance every stage of the customer journey and deliver measurable business impact.

Certification exam 

To complete the module, you’ll take an online assessment with 45 questions to be answered in 90 minutes. The questions include multiple choice, scenarios, and single best answers. Achieve 60% to earn your CIM Award and progress towards the full Certificate.


We’ll set you up with a sample test and provide a focused revision session shaped around the topics you and your cohort want to revisit. By the end, you’ll be confident, exam-ready, and on your way to becoming a certified marketing professional.

CIM Membership  & Assessment Fees

We handle all the admin – you focus on learning
We’ll arrange your CIM membership (£65) , register you for assessments (£130 per module), and help you prepare with practice tests and revision sessions.
Plus, as a CIM member, you gain exclusive access to industry insights, practical toolkits, expert webinars, networking events, and career support resources—all designed to accelerate your marketing career and keep you connected to a global community of marketing professionals.
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Who is it for?

This course is designed for aspiring marketers and professionals ready to take the next step in their career with a solid grounding in marketing and digital strategy.

It’s ideal for marketing executives, team leaders, career changers, and small business owners looking to gain a recognised award and the skills to plan and manage effective campaigns.  If your not sure talk to us  

Your tutor

Joe Bell

Joe is a part-time CIM tutor with over 15 years of marketing experience across B2B, construction, software, engineering, and financial services. He specialises in customer marketing and CRM strategy, bringing a data-led, insight-driven approach to campaign planning and commercial decision-making.

As a team leader and CIM Level 7 graduate, Joe is passionate about developing people and helping students build the confidence to apply marketing theory in fast-moving, real-world contexts.

What our learners say

The qualification has been transformative for my role!

I can now approach marketing challenges with a more strategic mindset

Step up your game!

Your commitment, passion, and delivery were really amazing. We had a great start and the speed as well as intensity with which we rolled out globally over 3 years was unbelievable.

Concise and practical content

I learned a lot and now feel ready to implement these techniques into my organisation. 

Very Professional!

It was an excellent training program, and I am very pleased. The instructors were very knowledgeable, and the content was relevant to our industry.

Simple to understand!

Armed with the knowledge and techniques obtained from your school, I feel more equipped to navigate the challenging social aspects of the real world and become a professional in my field of choice.

Excellent Training Program!

The presenters were amazing. They were engaging, timely, and knowledgeable

5% off for nesma students and alumni!

If you have registered or attended a course
with us before, copy/ use the promo code
on the right when you enrol*
*We will of course verify you have previously learnt with us
Use promo code:

nesmaAlumni2025

Still not sure?  Talk to us 

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