Customer Journey Mapping - Manager

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 manager of customer journey mapping to design, implement, and optimise exceptional customer journeys. You’ll work directly with the head of customer experience to translate corporate strategy into effective customer experience plans across our non-remittance products.

What you will do:

In this role, you’ll analyse customer life cycles, identify pain points, and collaborate with teams to enhance interactions for the company brand.

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

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

What do you need:

Relevant tertiary qualification in marketing/IMM/business management (essential)
Grade twelve 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 life cycle
Knowledge of market research/research and analytics/quantitative data and trend analysis
Knowledge of UX/UI principles

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