Senior Manager, Customer Journey Design & Process

Job Purpose

Customer Journey Design & Process Sr. Manager is responsible for designing customer journey map and plan for implementation with the objective to understand, create and improve E2E customer experience cross all touch points. Reporting to the Head of Customer Journey Management, jobholder will be working on regular reviewing and improving the customer journeys incorporating the insights from customers. He/She wil also be responsible for identifying the gaps in the existing customer journey as well as designing effective customer journeys for new products and offerings.

Principle Accountabilities:

• Develop a customer journey map which include customer buying process, actions, emotions, pain points and solutions.
• Create a customer journey mapping tools to collect quantitative and qualitative data how customers interact with company product and services.
• Work on standardization of customer journey mapping process that can be applied to both new and existing products and offerings.
• Analyze the customers’ needs, preferences, and behaviors to incorporate the insight into each stage of the customer journey.
• Identify gaps and implement solution gaps that address these in the customer journey to deliver high performing, agile customer interactions at all touchpoints.
• Drive cross functional alignment within the department to work on bringing customer journeys to life.
• Improve overall customer journey that help fulfill the need of the customers and improve overall customer experience which drives customer loyalty and satisfaction.
• Build relationships with a variety of internal groups (e.g., IT, Product, Marketing, Retails, Customer Service, etc.) as it is necessary to work on enhancement of customer journey in the product roadmap.

Required Skills & Experiences:

• Bachelor/Master's degree in Marketing, Business Administration, or related field preferably in Telecom Sector.
• Have experience developing customer journey maps and identifying critical components of customer experience.
• Typically requires a minimum of 6 years of experience in a customer experience or customer service role, with experience in structuring and developing. customer journeys and critical moment identification throughout the customer lifecycle.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience with customer experience metrics and data analysis. Experience with customer experience software and tools.
• Energetic, flexible, result-oriented and commitment with ‘Can Do' attitude.
• Excellent communication and presentation skills with proficiency in English language.
• Good analytical and problem-solving skills.
• Highly organized with exceptional attention to detail.
• Perform other duties as assigned by the Supervisor.