Customer Journey Mapping Lead

3 weeks ago

Cape Town, Western Cape, South Africa Merand Corbett & Associates Full time
Customer Journey Mapping Lead

We are seeking a highly skilled Customer Journey Mapping Lead to join our team at Merand Corbett & Associates. As a key member of our customer experience team, you will be responsible for developing and implementing strategies to enhance the customer journey and improve overall satisfaction.

Key Responsibilities:
  • Develop Detailed Maps: Create comprehensive maps of the customer journey across all stages and touchpoints.
  • Analyze Customer Interactions: Identify key pain points, opportunities for improvement, and areas for innovation by analyzing customer interactions and feedback.
  • Collect and Analyze Data: Gather and analyze customer feedback, behavior data, and performance metrics to gain insights into the customer experience.
  • Inform Decision-Making: Use data to inform decision-making and prioritize improvements to the customer journey.
  • Develop and Implement Strategies: Develop and implement strategies to enhance the customer journey and improve overall satisfaction.
  • Collaborate with Teams: Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and seamless customer experience.
  • Lead Projects: Lead and manage projects aimed at improving customer experience, ensuring they are delivered on time and within budget.
  • Coordinate Cross-Functional Teams: Coordinate cross-functional teams to execute customer experience initiatives.
  • Identify Best Practices: Identify and implement best practices for customer engagement and satisfaction.
  • Drive Continuous Improvement: Drive continuous improvement initiatives based on customer feedback and performance data.
  • Communicate Findings: Communicate findings, strategies, and recommendations to stakeholders at all levels of the organization.
  • Align with Business Goals: Work closely with leadership to align customer journey strategies with business goals.
  • Stay Up-to-Date: Stay up to date with industry trends and advancements in customer experience technology.
  • Provide Training: Provide training and support to internal teams on customer journey best practices and tools.
  • Foster a Customer-Centric Culture: Foster a customer-centric culture within the organization.

Requirements:

  • Knowledge of UX/UI Principles: Strong knowledge of UX/UI principles and experience with journey mapping tools.
  • Computer Skills: Proficient in computer skills and able to work with CRM systems, customer experience platforms, and other technologies.
  • Verbal and Written Communication Skills: Excellent verbal and written communication skills, including presentation skills.
  • Project Management Skills: Strong project management skills, including detail consciousness and interpersonal skills.
  • Data and Trend Analysis Skills: Ability to collect and analyze data, including trend analysis skills.
  • Interpersonal and Networking Skills: Strong interpersonal and networking skills, including people leadership skills.
  • Relevant Qualifications: Relevant tertiary qualification in Marketing/IMM/Business Management and 1-3 years of experience in a senior Marketing/CRM role.

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