Customer Journey Mapping - Specialist
Remuneration: | cost-to-company |
Location: | Johannesburg |
Job level: | Junior/Mid |
Type: | Permanent |
Company: | Ad Talent Africa |
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 touchpoints.
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)
- One to three 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 lifecycle
- 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
Posted on 10 Sep 16:03, Closing date 10 Oct