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.