Manager: Customer Journey Mapping

SUMMARY:
The Manager: Customer Journey Mapping reports directly to the Head of Customer Experience and is responsible for designing, implementing, and optimizing the comprehensive customer experience across all touchpoints.
This role involves understanding customer needs, mapping their journey, identifying pain points, and collaborating with various teams to enhance and personalize the customer experience.
 
The Manager will translate the corporate strategy into a practical customer experience strategy for our non-remittance products across all brands.
Additionally, the position requires analysing the customer lifecycle and touchpoint interactions for our clients’ brand to offer recommendations on where a more customer-centric approach could be advantageous.

POSITION INFO:
Key Responsibilities:

• Develop detailed maps of the customer journey across all stages and touchpoints.
• Analyse customer interactions and identify key pain points, opportunities for improvement, and areas for innovation.
• Collect and analyse customer feedback, behaviour data, and performance metrics to gain insights into the customer experience.
• Use data to inform decision-making and prioritize 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 organization.
• 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 organization.

• Knowledge of UX/UI principles
• Experience with journey mapping tools
• Computer skills
• Verbal & written communication skills
• Presentation skills
• Project Management skills
• Detail consciousness
• Interpersonal skills
• Data and trend analysis skills
• Interpersonal & networking skills
• People leadership skills

• 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