Customer Journey Mapping: Manager

SUMMARY:
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POSITION INFO:

Who we are: A leading Financial Services company.

What we do: We offer affordable and reliable financial services to the emerging consumer.

What we are looking for: A Manager: Customer Journey Mapping to design, implement and optimise exceptional customer journeys. You’ll work directly with the Head of Customer Experience to translate corporate strategy into effective customer experience plans across our non-remittance products.

What you will do:

In this role, you’ll analyse customer life cycles, identify pain points and collaborate with teams to enhance interactions for the company brand. 

Duties and Responsibilities (Include but are not limited to):

• Develop detailed maps of the customer journey across all stages and touchpoints
• Analyse customer interactions and identify key pain points, improvement opportunities and innovation areas
• Collect and analyse customer feedback, behaviour data and performance metrics to gain insights into the customer experience
• Use data to inform decision-making and prioritise improvements
• Develop and implement strategies to enhance the customer journey and improve overall satisfaction
• Collaborate with marketing, sales, product and customer service teams to ensure a consistent and seamless customer experience
• Lead and manage projects aimed at improving customer experience, ensuring they are delivered on time and within budget
• Coordinate cross-functional teams to execute customer experience initiatives
• Identify and implement best practices for customer engagement and satisfaction
• Drive continuous improvement initiatives based on customer feedback and performance data
• Communicate findings, strategies and recommendations to stakeholders at all levels of the organisation
• Work closely with leadership to align customer journey strategies with business goals
• Leverage CRM systems, customer experience platforms and other technologies to enhance and streamline the customer journey
• Stay up-to-date with industry trends and advancements in customer experience technology
• Provide training and support to internal teams on customer journey best practices and tools
• Foster a customer-centric culture within the organisation

What do you need:

• Relevant tertiary qualification in Marketing/IMM/Business Management/ (Essential)
• Grade 12 or equivalent (Essential)
• 1 - 3 years’ experience in a senior Marketing/CRM role (Essential)
• Basic knowledge of data analysis experience (Desirable)
• Relevant industry experience (Desirable)
• Knowledge of marketing & communication processes
• Knowledge of customer relationship management/loyalty, etc
• Knowledge of customer management life cycle
• Knowledge of market research/research & analytics/quantitative data and trend analysis
• Knowledge of UX/UI principles