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 :
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 :
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 :
Own it Do it Now