Customer Excellence Journey Design Manager

Responsibility:

• Recommend CX Journey Design strategy and roadmap for different customer segments/products and support its implementation
• Support the implementation of the Strategic initiatives related to Customer Journey design in alignment with different Stakeholders
• Map the current customer journey and design the target customer journeys for different customer segments/products across the touch points in alignment with stakeholders.
• Facilitate journey design thinking sessions and work together with customers and internal stakeholders to redesign the customer journey for different customer segments & products
• Optimize, test and validate customer journeys, using voice of customer insight and data to define new customer experiences.
• Align with IT/Technology and Digital Transformation department on the automation of Customer Journey related requirements to ensure its proper implementation
• Participate in the Retail & Corporate Products & Services value chain (product design, product development, life cycle management etc.) to define the customer experience requirements and its implementation to achieve Product Excellence.
• Own and manage all CX Journey design related policies and processes and make sure it is up to date based on business requirements
• Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives.

Requirements:

• Bachelor’s degree in Marketing or a relevant major.
• Around +4 years of experience with a preference 2 years of experience in a relevant role.
• Prior experience in Customer Experience Management or a relevant field.