Our client is seeking a dedicated and knowledgeable Customer Journey Mapping Specialist to join their team. This role offers the opportunity to utilise your skills in mapping, analysing, and enhancing customer experiences. You will be instrumental in designing and implementing strategies that boost customer satisfaction, loyalty, and engagement. This position provides an exciting chance to make a significant impact on the customer life cycle and touchpoint interactions for a major brand.
What you'll do:
As a Customer Journey Mapping Specialist, you will play a pivotal role in shaping the customer experience. Your primary responsibility will be to create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement. You will use data and feedback to visualise and understand customer experiences from initial contact through post-purchase. Your analytical skills will be crucial in identifying trends, patterns, and insights from customer data. You will also develop reports and dashboards to track the effectiveness of various initiatives aimed at improving the customer experience.
- Create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
- Use data and customer feedback to visualise 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.
- Facilitate workshops and meetings to drive customer-centric thinking across the organisation.
- Implement best practices and process improvements to enhance customer satisfaction.
What you bring:
The ideal candidate for this Customer Journey Mapping Specialist role brings a wealth of knowledge in marketing, CRM, data analysis, UX/UI principles, as well as experience with journey mapping tools. You have spent 1-3 years in a senior Marketing/CRM role where you've honed your verbal & written communication skills along with your presentation skills. Your interpersonal and networking skills are top-notch, allowing you to effectively collaborate with various teams within the organisation.
- Relevant tertiary qualification in Marketing/IMM/Business Management/ (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 UX/UI principles
- Experience with journey mapping tools
- Verbal & written communication skills
- Presentation skills
- Interpersonal & networking skills
What sets this company apart:
Our client is a leading brand that values customer-centric thinking and is committed to improving overall customer engagement and loyalty. They offer a dynamic work environment where innovation and creativity are encouraged. The company stays updated on industry trends and best practices to ensure they remain competitive. This is an excellent opportunity to join a team that values collaboration and offers opportunities for professional growth.
What's next:
Ready to take the next step in your career? Apply now!
Apply today by clicking on the link provided. We look forward to receiving your application!
