Company: The Unlimited
Position: Customer Journey Leader
Department: UMax
Location: Hillcrest , Durban
General
Accountable to: Head Of Journey
Direct reports: None
Purpose of the Role:
Supporting the business to implement, optimise and maintain customer journeys.
Roles and Responsibilities:
- Acting as the glue between different functional and departmental units representing the customer experience
- Plan and deliver audits and implementations of customer journeys.
- Identify opportunities to optimise customer journeys.
- Plan and deliver enhancements to customer journeys.
- Implement and report on A/B split testing on customer journeys.
- Articulate data-driven recommendations.
- Brief our agency partners to create creative assets to be used in journeys.
- Study and analyze customer interaction interconnection with the Unlimited
- Map the customer journey which deliver a seamless and remarkable experience
- Synthesize current customer service and product offerings to develop a holistic and effective client engagement model which align to customer journey
- Build integrated differentiated value propositions to drive customer engagement and improve in client relationship
- Partner with various stakeholders to alter and enhance the capabilities based on defined customer journeys
- Define the metrics to track progress and success
- Develop a transformation roadmap
Knowledge and Experience:
- Relevant degree
- 1-5 years of experience in a brand driven business environment.
- 1-5 years of experience in a customer focused business environment.
- Strong client orientation and the ability to understand our policies, product and procedures from an outside point of view
- Ability to be a strong advocate for client experience while building strong partnerships throughout the organization
- Ability to balance multiple objectives and reassess priorities based on changing business landscape
- Ability to build relationships with diverse set of constituencies including Finance, Operations, Field teams, Shared Services, Marketing.
- Comfortable interacting with members of the leadership team
- Solid analytical skills and the ability to create business rationale for actions / investments
- Understanding of agency briefing and creative review processes.
- Understanding the importance of customer journeys and customer experience.
- Proven written and verbal communication and presentation skills.
- Experience with Microsoft Office, Excel, Teams and Visio.
Skill Competencies:
- SCRUM competence
- Writing briefs and communicating user stories to a project team.
- Working with a Content Management System.
- Knowledge of Net Promoter Score (NPS) methodology and research expertise
- Experience interfacing with field organizations including call center and branches
- Experience working with technical teams on technology / systems changes
- Experience with process mapping and process improvements
Personal Characteristics :
- Conscious
- Vulnerable
- Courageous
- Emotional resilient
- Own it Do it Now