Manager: Customer Journey Mapping

Are you an innovator with a passion for transforming customer experiences? We’re seeking a Manager: Customer Journey Mapping to design, implement, and optimize exceptional customer journeys. You’ll work directly with the Head of Customer Experience to translate corporate strategy into effective customer experience plans across our non-remittance products. In this role, you’ll analyze customer life cycles, identify pain points, and collaborate with teams to enhance interactions for the Mukuru brand. If you're ready to make a significant impact and drive customer-centric strategies, apply now and help us redefine exceptional customer experiences. Duties and Responsibilities (Include but are not limited to):

1. Develop detailed maps of the customer journey across all stages and touchpoints.
2. Analyze customer interactions and identify key pain points, opportunities for improvement, and areas for innovation.
3. Collect and analyze customer feedback, behavior data, and performance metrics to gain insights into the customer experience.
4. Use data to inform decision-making and prioritize improvements.
5. Develop and implement strategies to enhance the customer journey and improve overall satisfaction.
6. Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and seamless customer experience.
7. Lead and manage projects aimed at improving customer experience, ensuring they are delivered on time and within budget.
8. Coordinate cross-functional teams to execute customer experience initiatives.
9. Identify and implement best practices for customer engagement and satisfaction.
10. Drive continuous improvement initiatives based on customer feedback and performance data.
11. Communicate findings, strategies, and recommendations to stakeholders at all levels of the organization.
12. Work closely with leadership to align customer journey strategies with business goals.
13. Leverage CRM systems, customer experience platforms, and other technologies to enhance and streamline the customer journey.
14. Stay up-to-date with industry trends and advancements in customer experience technology.
15. Provide training and support to internal teams on customer journey best practices and tools.
16. Foster a customer-centric culture within the organization.

1. Relevant tertiary qualification in Marketing/IMM/Business Management (Essential)
2. Grade 12 or equivalent (Essential)
3. 1 - 3 years’ experience in a senior Marketing/CRM role (Essential)
4. Basic knowledge of data analysis experience (Desirable)
5. Relevant industry experience (Desirable)
6. Knowledge of marketing & communication processes
7. Knowledge of customer relationship management/loyalty, etc.
8. Knowledge of customer management life cycle
9. Knowledge of market research/research & analytics/quantitative data and trend analysis
10. Knowledge of UX/UI principles

1. Experience with journey mapping tools
2. Computer skills
3. Verbal & written communication skills
4. Presentation skills
5. Project Management skills
6. Detail consciousness
7. Interpersonal skills
8. Data and trend analysis skills
9. Interpersonal & networking skills
10. People leadership skills