The Customer Journey Owner is responsible for mapping, designing, developing, and enhancing multiple customer journeys, whether B2B, B2C, or B2B2C, across online, offline, and omni-channel platforms. Reporting directly to the CX Manager, the ideal candidate will possess a solid background in Customer Experience (CX) and a proven track record of driving organizational change. They must demonstrate perseverance, attention to detail, and project management skills, with a strong focus on linking improvements to outcomes, tangible results, cost reduction, and defect reduction. A background in marketing or operations is essential, and experience in UX/UI design is highly desirable but optional.
1. Journey Mapping and Design:
- Develop and maintain comprehensive customer journey maps across various channels and touchpoints.
- Identify pain points and opportunities for improvement in existing customer journeys.
- Collaborate with stakeholders to design seamless and effective customer journeys that enhance the overall customer experience.
2. Customer Experience Enhancement:
- Implement strategies to improve customer satisfaction and loyalty by optimizing customer journeys thorugh continous improvement methodologies
- Utilize customer feedback, data analytics, and industry best practices to drive continuous improvement.
- Link CX improvements to business outcomes such as increased revenue, cost reduction, and defect reduction.
3. Project Management:
- Assist in leading and managing CX projects from inception to completion, ensuring timely delivery and adherence to budget.
- Coordinate with cross-functional teams, including marketing, operations, IT, and sales, to execute CX initiatives.
- Monitor project progress, identify risks, and implement mitigation strategies as needed.
4. Stakeholder Collaboration:
- Work closely with the CX Manager and other senior leaders to align CX initiatives with business goals.
- Communicate effectively with stakeholders at all levels to gain buy-in and support for CX projects.
- Provide regular updates on project status, achievements, and areas for improvement.
5. Highly Desirable UX/UI:
- Collaborate with UX/UI designers to ensure customer journeys are visually appealing and user-friendly.
- Incorporate UX/UI best practices into journey design to enhance the overall customer experience.
- Test and validate journey enhancements through user testing and feedback loops.
- Bachelor's degree in Marketing, Operations, Business Administration, or a related field.
- 3-5 years of experience in the same field
- Experience in Customer Experience (CX) roles, with a track record of driving organizational change.
- Strong project management skills, with the ability to manage multiple projects simultaneously.
- Excellent attention to detail and perseverance in overcoming challenges.
- Proficiency in process mapping and journey mapping tools and techniques.
- Strong analytical skills with the ability to link improvements to business outcomes.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.