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Experience Design Specialist

2 months ago

Johannesburg, Gauteng, South Africa Mukuru Full time
About the Role

We are seeking a highly skilled Customer Journey Mapping Specialist to join our team at Mukuru. As a key member of our customer experience team, you will be responsible for designing and implementing strategies that enhance the customer journey across all touchpoints.

Key Responsibilities
  • Customer Journey Mapping: Create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
  • Data Analysis: Use data and customer feedback to visualize and understand customer experiences from initial contact to post-purchase.
  • Insight Generation: Analyze customer data and metrics to identify trends, patterns, and insights.
  • Reporting and Dashboards: Develop reports and dashboards to track the effectiveness of customer experience initiatives.
  • Strategic Collaboration: Work with cross-functional teams to design and implement strategies that enhance the customer journey.
  • Recommendations: Develop actionable recommendations based on research and analysis.
  • Customer Feedback: Collect and analyze customer feedback through surveys, interviews, and other methods.
  • Process Improvement: Translate customer insights into actionable improvements and strategic initiatives.
  • Partnerships: Partner with marketing, sales, product development, and customer support teams to ensure a cohesive and positive customer experience.
  • Workshops and Meetings: Facilitate workshops and meetings to drive customer-centric thinking across the organization.
  • Gap Identification: Identify and address gaps in the customer journey.
  • Best Practices: Implement best practices and process improvements to enhance customer satisfaction.
  • Customer Engagement: Develop and oversee programs aimed at improving overall customer engagement and loyalty.
Requirements
  • Relevant Qualification: Relevant tertiary qualification in Marketing, Business Management, or a related field.
  • Grade 12 or Equivalent: Grade 12 or equivalent qualification.
  • Experience: 1-3 years' experience in a senior Marketing or CRM role.
  • Data Analysis: Basic knowledge of data analysis experience.
  • Industry Experience: Relevant industry experience.
  • Marketing and Communication: Knowledge of marketing and communication processes.
  • Customer Relationship Management: Knowledge of customer relationship management and loyalty.
  • Customer Management Life Cycle: Knowledge of customer management life cycle.
  • Market Research: Knowledge of market research, research and analytics, quantitative data and trend analysis.
Additional Skills
  • UX/UI Principles: Knowledge of UX/UI principles.
  • Journey Mapping Tools: Experience with journey mapping tools.
  • Computer Skills: Computer skills.
  • Communication Skills: Verbal and written communication skills.
  • Presentation Skills: Presentation skills.
  • Attention to Detail: Detail consciousness.
  • Interpersonal Skills: Interpersonal skills.
  • Data Analysis Skills: Data and trend analysis skills.
  • Networking Skills: Interpersonal and networking skills.