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Customer Journey Mapping Specialist
2 months ago
We are seeking a highly skilled Customer Journey Mapping Specialist to join our team at Merand Corbett & Associates. As a key member of our organization, you will play a crucial role in enhancing the customer experience and driving business growth.
Key Responsibilities- Create Comprehensive Customer Journey Maps
Develop detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement. Utilize data and customer feedback to visualize and understand customer experiences from initial contact to post-purchase.
Analyze Customer Data and MetricsAnalyze customer data and metrics to identify trends, patterns, and insights. Develop reports and dashboards to track the effectiveness of customer experience initiatives.
Develop Strategic RecommendationsDevelop actionable recommendations based on research and analysis. Collaborate with cross-functional teams to design and implement strategies that enhance the customer journey.
Collect and Analyze Customer FeedbackCollect and analyze customer feedback through surveys, interviews, and other methods. Translate customer insights into actionable improvements and strategic initiatives.
Partner with Cross-Functional TeamsPartner 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 organization.
Implement Best Practices and Process ImprovementsIdentify and address gaps in the customer journey. Implement best practices and process improvements to enhance customer satisfaction. Develop and oversee programs aimed at improving overall customer engagement and loyalty.
Stay Up-to-Date on Industry TrendsStay updated on industry trends and best practices to ensure the company remains competitive.
Requirements- Relevant Qualifications
Relevant tertiary qualification in Marketing, Business Management, or a related field.
Experience and Skills1-3 years of experience in a senior Marketing or CRM role. Basic knowledge of data analysis and experience with journey mapping tools. Strong verbal and written communication skills, presentation skills, and interpersonal skills.
Desirable QualificationsBasic knowledge of data analysis experience, relevant industry experience, and knowledge of marketing and communication processes.
