Livpure - Manager - Customer Journey - Digital

Customer Journey Manager (Digital)

The Customer Journey Owner will be responsible for customer journeys across Company's lines of businesses and delivery channels, developing end-to-end customer experience, and leading the execution of this vision. In this role, you will come in with experience developing customer journeys for a large, multi-faceted organization with an emphasis on multi-channel experience (e.g. branch, phones, online/digital), identifying key moments of truth (e.g. onboarding, servicing), and discovering areas of opportunities through meaningful research methods and tools.

Job Description : (Individual contributor role)

1. Develop vision, strategy, and roadmap for customer journeys.

2. Build customer journeys that embody the sum of experiences of our customers and span across LoBs, channels, and touchpoints.

3. Synthesize current customer service and product offerings to develop a holistic and effective client engagement model.

4. Collaborate with LoBs and product owners to deeply understand products, product requirements, customer interactions, and gain alignment and consensus for roadmap features, functionalities, and improvements.

5. Define the metrics to track progress and success.

6. Liaison with all partners to achieve outstanding client experience in alignment with goals performance indicators.

7. Work with cross-functional teams, aligning their goals to execute on multiple projects in a timely and efficient manner; drive interaction with marketing, sales, operations, and technology to deliver customer-centric products and services.

ROLE RELATED COMPETENCIES :

- 3-5 years in a customer journey role as either a Journey Owner, Journey Manager, Customer Experience Manager, or equivalent role in a "journey-driven" organization.

- Ability to handle ambiguity, adapt to change, and solve problems.

- Rigor for influencing decision-makers and owners through thoughtful and deliberate consensus building.

- Experience working with technical teams on technology/systems changes.

- Experience with process mapping and process improvements.

- Customer Centricity - Passionate about customer happiness.

- Strong analytic, strategic, and innovative thinking as well as customer empathy.

- Effective teamwork and team-building skills.

- Validated ability to interact and influence management.

- Graduation is required or comparable work experience; MBA is a plus.