Manager: CX Excellence: Customer Experience

Job description :

Roles and Responsibilities :

- Develop and manage journey maps to frame customer experiences and engage customers to identify gaps and recommend opportunities for increasing customer satisfaction across multiple touchpoints

- Manage the Customer Engagement Map for end-to-end customer experience

- Leverage data and market insights for decision making including content optimization and new concept development

- Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning.

- Understands CX methods and tools (e.g. personas, journey mapping, design thinking).

- Prioritize the most critical gaps in providing an enjoyable customer experience; . Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments.

- Leverage a strong understanding of consumer trends, technology trends, competitive experiences, and best-in-class experiences to help shape the outcomes of future Customer Engagement Maps.

- Partner to identify opportunities to repair, enhance, and innovate customer experiences.

- Analyze the voice of the customer and provide insights on all aspects of customer interactions to identify customer pain- points, challenges, and hurdles; advise on approaches to eliminate and positively enhance customer interactions.

- Create and utilize customer-centric tools such as journey maps and personas to inform decision-making.

- Develop Chatbots, Voice bots & conversation AI projects

- Collaborate with cross-functional teams to define, design, and ship new Chatbots

- Analyse customer needs and design, document, test, and develop software as required to satisfy the functional and non-requirements

Desired Candidate Profile

- Strong customer-centric mindset and demonstrated ability to put the customer first.

- Excellent verbal and written communication skills with strong graphic design ability.

- Creative problem-solving skills, and a growth mindset approach

- A demonstrated track record of business impact through content

- Well-versed in digital marketing best practices, including journey mapping.

- Understanding of content disciplines, including SEO, content strategy, and execution.

- Strong analytical skills

- Ability to develop original content

- Extremely organized and detail-oriented.

- Strong project management skills

- Bachelor's/Master's degree in Communications, Marketing or related area required.

- 2 years of experience utilizing Microsoft Office Products

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