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