A Aldelia está a recrutar (1) Customer Journey Mapping Officer

A Aldelia está a recrutar (1) Customer Journey Mapping Officer para Matola.

Summary:

The Customer Journey Mapping Officer will be responsible for creating visual representations of the end-to-end customer experience, identifying touchpoints and optimising the overall customer journey. This role will involve working with cross-functional teams, conducting research and implementing improvements to increase customer satisfaction and loyalty.

Responsibilities:

Develop and maintain customer journey maps to visually represent the end-to-end customer experience;
Conduct research to understand customer needs, behaviours and pain points along the journey;
Work with cross-functional teams to identify and analyse customer touch points;
Evaluate and optimise the customer journey to align with customer experience objectives;
Implement improvements and refinements based on the insights gained from mapping the customer journey;
In line with the strategy, design, coordinate and monitor educational campaigns aimed at empowering customers at strategic points in their journey, with a focus on promoting self-help services.

Qualifications:

Bachelor’s degree in management, marketing, customer experience or related field;
Proven experience in customer journey mapping, service design or a similar role;
Familiarity with customer experience principles and methodologies;
Strong analytical and problem-solving skills.