Customer Journey Specialist

4 weeks ago

Port Shepstone, South Africa The Beekman Group Full time

Join to apply for the Customer Journey Specialist role at The Beekman Group Port Shepstone – KwaZulu Natal – South Africa Key Responsibilities Customer Journey Management: Map and analyse customer journeys to identify pain points, implement improvements, and ensure consistency of experience. Service Standards: Develop, monitor, and continuously improve service standards and procedures to align with customer expectations. Feedback & Insights: Use insights (surveys, reviews, complaints, NPS, CSS etc.) to drive improvements. Team Leadership: Motivate customer service teams, ensuring they are trained, engaged and aligned with the Company’s customer‑centric values. Cross‑Functional Collaboration: Work with marketing, sales, product and operations teams to ensure customer insights inform business decisions. Progressive Technology Adoption: Stay at the forefront of AI and emerging technologies to introduce tools, automations, and innovations that enhance customer experience. Story Drafting & Communication: Draft clear, customer‑focused stories and requirements for IT development, marketing and website content to ensure alignment with customer needs. Innovation: Identify opportunities to use digital tools and process improvements to create unique, differentiated customer experiences. Key Competencies & Personal Attributes Minimum 5 years’ experience in customer service, customer experience, or related specialist roles. Proven ability to translate customer insights into actionable strategies. Familiarity with AI‑driven customer experience tools and platforms (e.g. chatbots, personalization engines, analytics). Customer‑centric approach, with proactive attitude. Forward‑thinking, innovative and progressive in applying AI and digital solutions. Strategic mindset paired with practical, hands‑on execution. Strong communication skills. Ability to influence and collaborate across departments. Adaptable and comfortable working in a fast‑paced environment. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups. Only shortlisted candidates will be contacted. Ref # 01/11 Apply for this Job Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Travel Arrangements #J-18808-Ljbffr

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