The role holder will support the development of a holistic customer experience strategy that enables the delivery of positive, meaningful interactions across all customer touchpoints. Responsible for mapping and optimizing the end-to-end customer journey across various touchpoints and channels. Influence design and prioritization decisions that enhance the customer experience through improvements in products, channels, processes, communications and ‘moments that matter’ interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience are plugged. This position reports to the Customer Experience (CX) Business Partnering Lead.
Education and Experience:
Bachelor's degree in a marketing, business-related or relevant field.
Minimum of 10 years’ experience in the relevant field.
Demonstrated ability to design & deploy Customer Journey Maps and track impact.
Knowledge, Skills & Competencies:
Strong expertise in CX design methodologies, including journey mapping.
Proficiency in design tools and CX platforms
Experience with agile and iterative design processes.
Exceptional analytical and problem-solving skills with a customer-first mindset.
Knowledgeable of CX Design Principles
A track record of designing & implementing Customer Journey Maps.
Detail-oriented.
Creative and resourceful.
Strong reporting skills.
People management skills.
Coaching skills.
Business Systems & Infrastructure:
Design Thinking and Service Design
Process review with customer impact in mind
Process management
Companies that have recently posted new job opportunities
Companies currently hiring for multiple roles
