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 improvementUse data and customer feedback to visualise and understand customer experiences from initial contact to post-purchaseAnalyse customer data and metrics to identify trends, patterns and insightsDevelop reports and dashboards to track the effectiveness of customer experience initiativesWork with cross-functional teams to design and implement strategies that enhance the customer journeyDevelop actionable recommendations based on research and analysisCollect and analyse customer feedback through surveys, interviews and other methodsTranslate customer insights into actionable improvements and strategic initiativesPartner with marketing, sales, product development and customer support teams to ensure a cohesive and positive customer experienceFacilitate workshops and meetings to drive customer-centric thinking across the organisationIdentify and address gaps in the customer journeyImplement best practices and process improvements to enhance customer satisfactionDevelop and oversee programmes aimed at improving overall customer engagement and loyaltyStay updated on industry trends and best practices to ensure the company remains competitiveWhat 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 processesKnowledge of customer relationship management/loyalty, etcKnowledge of customer management life cycleKnowledge of market research/research and analytics/quantitative data and trend analysisKnowledge of UX/UI principlesExperience with journey mapping toolsData and trend analysis skills