Customer Experience Strategist
4 days ago
Job Description:
The Customer Experience Strategist role at Mukuru involves developing and implementing customer-centric strategies to enhance the overall experience across all touchpoints. Key responsibilities include designing, implementing, and optimizing the end-to-end customer journey, analyzing customer interactions, and identifying key pain points and opportunities for improvement.
Main Responsibilities:
- Develop detailed maps of the customer journey across all stages and touchpoints.
- Analyze customer interactions and identify key pain points, opportunities for improvement, and areas for innovation.
- Collect and analyze customer feedback, behavior data, and performance metrics to gain insights into the customer experience.
- Use data to inform decision-making and prioritize improvements.
- Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and seamless customer experience.
- Leverage CRM systems, customer experience platforms, and other technologies to enhance and streamline the customer journey.
Requirements:
This role requires a relevant tertiary qualification in Marketing/IMM/Business Management, at least 1-3 years' experience in a senior Marketing/CRM role, and basic knowledge of data analysis experience. Relevant industry experience and knowledge of marketing & communication processes are also desirable.
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