Who we are: A leading Financial Services company.
What we do: We offer affordable and reliable financial services to the emerging consumer.
What we are looking for: A Customer Journey Mapping Specialist responsible for mapping, analysing and enhancing the customer experience across all touch-points.
What you will do:
Your mission will involve collaborating with various teams to design and implement strategies that boost customer satisfaction, loyalty and engagement.
Duties and Responsibilities (Include, but are not limited to):
- Create detailed maps of the customer journey, identifying key touchpoints, pain points and opportunities for improvement
- Use data and customer feedback to visualise and understand customer experiences from initial contact to post-purchase
- Analyse customer data and metrics to identify trends, patterns and insights
- Develop reports and dashboards to track the effectiveness of customer experience initiatives
- Work with cross-functional teams to design and implement strategies that enhance the customer journey
- Develop actionable recommendations based on research and analysis
- Collect and analyse customer feedback through surveys, interviews and other methods
- Translate customer insights into actionable improvements and strategic initiatives
- Partner 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 organisation
- Identify and address gaps in the customer journey
- Implement best practices and process improvements to enhance customer satisfaction
- Develop and oversee programmes aimed at improving overall customer engagement and loyalty
- Stay updated on industry trends and best practices to ensure the company remains competitive
What do you need:
- Relevant tertiary qualification in Marketing/IMM/Business Management/ (essential)
- Grade 12 or equivalent (essential)
- 1 - 3 years’ experience in a senior Marketing/CRM role (essential)
- Basic knowledge of data analysis experience (desirable)
- Relevant industry experience (desirable)
- Knowledge of marketing and communication processes
- Knowledge of customer relationship management/loyalty, etc
- Knowledge of customer management life cycle
- Knowledge of market research/research and analytics/quantitative data and trend analysis
- Knowledge of UX/UI principles
- Experience with journey mapping tools
- Data and trend analysis skills
