Customer Experience and Journey Manager

A prominent financial services company situated in Cape Town, South Africa is in need of a Customer Experience and Journey Manager to create, develop, execute, and enhance customer encounters across various brands and contact points.

In this pivotal role, the Customer Experience and Journey Manager will spearhead efforts to enhance the customer experience by translating the corporate strategy into actionable customer journey strategies. The role will involve analysing customer life cycles, identifying key pain points, and implementing customer-centric improvements for non-remittance products across all brands, particularly focusing on the brand.

You will collaborate with cross-functional teams, including marketing, sales, product, and customer service, to ensure a seamless and consistent experience. Leadership is a key component, with responsibilities including managing projects aimed at improving customer engagement and driving continuous improvement. Success in this role is defined by the ability to foster a customer-centric culture, enhance customer satisfaction, and leverage data to prioritize initiatives.

Key qualifications for the Customer Experience and Journey Manager:

• Bachelor’s degree in Marketing/IMM or Business Management
• 1-3 years of experience in a senior Marketing or CRM role
• Knowledge of UX/UI principles, journey mapping tools, and customer relationship management processes
• Experience in data analysis, market research, and trend analysis (preferred)

Key duties for the Customer Experience and Journey Manager include but are not limited to:

• Develop detailed customer journey maps across all stages and touchpoints
• Analyse customer interactions, identifying areas for improvement and innovation
• Implement strategies to enhance customer journeys and overall satisfaction
• Manage cross-functional projects focused on customer experience initiatives
• Utilise CRM systems and customer experience platforms for data-driven decision-making

Key personal skills for a successful Customer Experience and Journey Manager:

• Strong interpersonal and networking skills
• Proficient in data and trend analysis
• Project management and leadership abilities
• Excellent verbal and written communication skills
• Detail-oriented and results-driven

If you are passionate about creating seamless customer experiences and have a track record of success in customer journey mapping, please reach out for a further conversation.