Job Title : Head of Customer Service Experience Manager (Customer Journey Mapping Manager)
We are looking for Head of Customer Service Experience Manager (Customer Journey Mapping Manager) with experience in Customer Service Management form the banking industry or Retail industry or any related financial institution and ability to manage multiple Clients.
Provide a bird's eye view of the entire customer journey.
Bring teams together to resolve specific customers' hurdles while understanding the core customer journey paths.
Increase customer conversion rates by minimizing negative customer experiences, through identification of key steps and decision points.
Improve customer retention, by understanding how they transit through. For example, ensure all the information is available and accessible to all the stakeholders during each stage of a procurement cycle.
Businesses can zoom-in on a single customer journey in a specific channel.
Understanding the required metrics to identify customer's progress and fall out points, providing opportunities to bring customers back on board.
Allow businesses to prioritize actions in their customer experience strategy
Reveal the gaps between various channels and departments
Qualification and Experience
Minimum of 8 years work experience from the Banking industry or financial institutions
Minimum of B.SC in any related filed
Professional qualification is an added advantage
Key Skills And Competency
Good Communication Skills.
Customer journey mapping experience from the bank or retail business and or any financial institutions
Product design experience
Innovation and strategic thinker
Compliant management experience
Consumer Relations Management.
Client relationship management