Customer Journey Mapping - Specialist

Remuneration:	cost-to-company
Location:	Johannesburg
Job level:	Junior/Mid
Type:	Permanent
Company:	Ad Talent Africa

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 customer journey mapping specialist responsible for mapping, analysing, and enhancing the customer experience across all touchpoints.

What you will do:

Your mission will involve collaborating with various teams to design and implement strategies that boost customer satisfaction, loyalty, and engagement.

Duties and responsibilities (include, but are not limited to):

Create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
Use data and customer feedback to visualise and understand customer experiences from initial contact to post-purchase.
Analyse customer data and metrics to identify trends, patterns, and insights.
Develop reports and dashboards to track the effectiveness of customer experience initiatives.
Work with cross-functional teams to design and implement strategies that enhance the customer journey.
Develop actionable recommendations based on research and analysis.
Collect and analyse customer feedback through surveys, interviews, and other methods.
Translate customer insights into actionable improvements and strategic initiatives.
Partner with marketing, sales, product development, and customer support teams to ensure a cohesive and positive customer experience.
Facilitate workshops and meetings to drive customer-centric thinking across the organisation.
Identify and address gaps in the customer journey.
Implement best practices and process improvements to enhance customer satisfaction.
Develop and oversee programmes aimed at improving overall customer engagement and loyalty.
Stay updated on industry trends and best practices to ensure the company remains competitive.

What do you need:

Relevant tertiary qualification in marketing/IMM/business management (essential)
Grade 12 or equivalent (essential)
One to three years’ experience in a senior marketing/CRM role (essential)
Basic knowledge of data analysis experience (desirable)
Relevant industry experience (desirable)
Knowledge of marketing and communication processes
Knowledge of customer relationship management/loyalty, etc.
Knowledge of customer management lifecycle
Knowledge of market research/research and analytics/quantitative data and trend analysis
Knowledge of UX/UI principles
Experience with journey mapping tools
Data and trend analysis skills

Posted on 10 Sep 16:03, Closing date 10 Oct