Specialist: Customer Journey Mapping

SUMMARY:
The Specialist: Customer Journey Mapping reports to the Manager: Customer Journey Mapping and is tasked with mapping, analysing, and improving the customer experience across all touchpoints.
This role includes working with various teams to develop and execute strategies aimed at enhancing customer satisfaction, loyalty, and engagement.
Additionally, the Specialist will analyse the customer lifecycle and touchpoint interactions for the brand, providing recommendations on where a more customer-centric approach could be beneficial.

POSITION INFO:
Key Responsibilities:

• Create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
• Use data and customer feedback to visualize 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 organization.
• Identify and address gaps in the customer journey.
• Implement best practices and process improvements to enhance customer satisfaction.
• Develop and oversee programs aimed at improving overall customer engagement and loyalty.
• Stay updated on industry trends and best practices to ensure the company remains competitive.

• Knowledge of UX/UI principles
• Experience with journey mapping tools
• Computer skills
• Verbal & written communication skills
• Presentation skills
• Detail consciousness
• Interpersonal skills
• Data and trend analysis skills
• Interpersonal & networking skills

• 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 & communication processes
• Knowledge of customer relationship management/loyalty, etc
• Knowledge of customer management life cycle
• Knowledge of market research/research & analytics/quantitative data and trend analysis