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Cape Town: Specialist: Customer Journey Mapping posted by Merand Corbett & Associates

Date 2024-10-15
Job Title Specialist: Customer Journey Mapping
Employer Merand Corbett & Associates
More Information
Salary 0
Category It Computer
Location Western Cape
/ Cape Town

Job Summary

Key

Responsibilities:

  • Create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
  • Use data and customer feedback to visualize 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 organization.
  • Identify and address gaps in the customer journey.
  • Implement best practices and process improvements to enhance customer satisfaction.
  • Develop and oversee programs aimed at improving overall customer engagement and loyalty.
  • Stay updated on industry trends and best practices to ensure the company remains competitive.

Skills required:

  • Knowledge of UX/UI principles
  • Experience with journey mapping tools
  • Computer skills
  • Verbal & written communication skills
  • Presentation skills
  • Detail consciousness
  • Interpersonal skills
  • Data and trend analysis skills
  • Interpersonal & networking skills

Qualifications:

  • 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 & communication processes
  • Knowledge of customer relationship management/loyalty, etc
  • Knowledge of customer management life cycle
  • Knowledge of market research/research & analytics/quantitative data and trend analysis

*ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*
Specialist: Customer Journey Mapping position available in Western Cape, Cape Town. This job position was posted by Merand Corbett & Associates. The job has been posted as a char8000 ad on 2024-10-15 at 01:00:32 in the It Computer category

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