Customer Journey Leader
The Unlimited
Durban, KwaZulu Natal, South Africa
3h ago

Purpose of the Role

Supporting the business to implement, optimise and maintain customer journeys.

Roles and Responsibilities :

  • Acting as the glue between different functional and departmental units representing the customer experience
  • Plan and deliver audits and implementations of customer journeys.
  • Identify opportunities to optimise customer journeys.
  • Plan and deliver enhancements to customer journeys.
  • Implement and report on A / B split testing on customer journeys.
  • Articulate data-driven recommendations.
  • Brief our agency partners to create creative assets to be used in journeys.
  • Study and analyze customer interaction interconnection with the Unlimited
  • Map the customer journey which deliver a seamless and remarkable experience
  • Synthesize current customer service and product offerings to develop a holistic and effective client engagement model which align to customer journey
  • Build integrated differentiated value propositions to drive customer engagement and improve in client relationship
  • Partner with various stakeholders to alter and enhance the capabilities based on defined customer journeys
  • Define the metrics to track progress and success
  • Develop a transformation roadmap
  • Knowledge and Experience :

  • Relevant degree
  • 1-5 years of experience in a brand driven business environment.
  • 1-5 years of experience in a customer focused business environment.
  • Strong client orientation and the ability to understand our policies, product and procedures from an outside point of view
  • Ability to be a strong advocate for client experience while building strong partnerships throughout the organization
  • Ability to balance multiple objectives and reassess priorities based on changing business landscape
  • Ability to build relationships with diverse set of constituencies including Finance, Operations, Field teams, Shared Services, Marketing.
  • Comfortable interacting with members of the leadership team
  • Solid analytical skills and the ability to create business rationale for actions / investments
  • Understanding of agency briefing and creative review processes.
  • Understanding the importance of customer journeys and customer experience.
  • Proven written and verbal communication and presentation skills.
  • Experience with Microsoft Office, Excel, Teams and Visio.
  • Skill Competencies :

  • SCRUM competence
  • Writing briefs and communicating user stories to a project team.
  • Working with a Content Management System.
  • Knowledge of Net Promoter Score (NPS) methodology and research expertise
  • Experience interfacing with field organizations including call center and branches
  • Experience working with technical teams on technology / systems changes
  • Experience with process mapping and process improvements
  • Personal Characteristics :

  • Courageous
  • Emotional resilient
  • Own it Do it Now
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