Customer Experience Strategist

1 month ago

Cape Town, Western Cape, South Africa Merand Corbett & Associates Full time
Key Responsibilities:
  • Develop comprehensive customer journey maps that illustrate the customer's experience across all touchpoints and stages.
  • Analyze customer interactions, identify pain points, and gather insights to inform strategic decisions.
  • Collect and analyze customer feedback, behavior data, and performance metrics to gain a deeper understanding of the customer experience.
  • Use data-driven insights to inform decision-making and prioritize improvements to the customer journey.
  • Develop and implement strategies to enhance the customer experience and drive business growth.
  • Collaborate with cross-functional teams to ensure a seamless and consistent customer experience.
  • Lead and manage projects aimed at improving the customer experience, ensuring timely and budget-friendly delivery.
  • Coordinate the execution of customer experience initiatives and identify 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 organization.
  • Work closely with leadership to align customer journey strategies with business goals.
  • Leverage technology, such as CRM systems and customer experience platforms, 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.
Requirements:
  • Knowledge of UX/UI principles and experience with journey mapping tools.
  • Strong computer skills, verbal and written communication skills, and presentation skills.
  • Project management skills, detail consciousness, and interpersonal skills.
  • Data and trend analysis skills, interpersonal and networking skills, and people leadership skills.
Qualifications:
  • Relevant tertiary qualification in Marketing, IMM, or Business Management.
  • Grade 12 or equivalent.
  • 1-3 years of experience in a senior Marketing or CRM role.
  • Basic knowledge of data analysis and relevant industry experience.
  • Knowledge of marketing and communication processes, customer relationship management, and customer management life cycle.

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