Job Description

Who we are: A leading Financial Services company.What we do: We offer affordable and reliable financial services to the emerging consumer.What we are looking for: A Customer Journey Mapping Specialist responsible for mapping, analysing and enhancing the customer experience across all touch-points.What you will do:Your mission will involve collaborating with various teams to design and implement strategies that boost customer satisfaction, loyalty and engagement.Duties and Responsibilities (Include, but are not limited to):

• 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
• 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 organisation
• Identify and address gaps in the customer journey
• Implement best practices and process improvements to enhance customer satisfaction
• Develop and oversee programmes aimed at improving overall customer engagement and loyalty
• Stay updated on industry trends and best practices to ensure the company remains competitive

• 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 and communication processes
• Knowledge of customer relationship management/loyalty, etc
• Knowledge of customer management life cycle
• Knowledge of market research/research and analytics/quantitative data and trend analysis
• Knowledge of UX/UI principles
• Experience with journey mapping tools
• Data and trend analysis skills

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