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Customer Journey Manager

Mercator IT Solutions

Posted on May 27, 2022 by Mercator IT Solutions

Not Specified, Gibraltar
IT
Immediate Start
£70k - £70k Annual
Full-Time

Customer Journey Manager Performance Profile

What will this person bring to the team?

The Customer Journey Manager will be partnering with teams within strategy, insights, customer service, operations, marketing, product, and user experience to first document, then create a vision of the future experience. Your role is to help further our quest to become more customer focussed.

This is a new role here as we move into the future, and we will create a Customer Experience Strategy with your help to move our organisation forward. Work has begun on selecting and mapping our journeys, determining the data, incorporating our Voice of Customer program and we need your help to continue with that work, then to define milestones, signals and success metrics that can become a scoring system for our journeys and how they work.

What will the team deliver when we hire someone great?

We will ensure that our Key Customer Journeys are documented clearly, monitored constantly and systematically improved in line with our company level OKRs through a focus across the organisation. We will contribute to the resolution of experience issues faced in our journeys by acting as a central point of contact for managing the few journeys we have started to work on, along with our stakeholders who are deeply invested in improving and helping our customers be successful.

Objectives

What will this person achieve in their first year with us?

Objective 1

Document, define and deliver an end-to-end view of 3 key customer journeys

  • Facilitate sessions to document the experience both front stage and backstage actions
  • Be the central point of contact for these Customer Journeys and have a clear stakeholder map for each one
  • Engage our communities across the organisation and champion the journey mapping process so it becomes the standard way of documenting, measuring and monitoring changes

Objective 2

Work alongside colleagues to deliver effective changes that make a difference to our customers

  • Collaborate with our cross functional teams to prioritise and align on changes to the journeys which have been documented.
  • Manage and protect the integrity of the journeys and overall customer experience through partnering with colleagues and communicating effectively.
  • Communicate and prove value in making changes to journeys by working with our insights and Business Intelligence teams.

The organisational structure

This role reports to the Head of User Experience. You'll work alongside other User Experience Designers, Interface Designers and Researchers, to help support and work towards solving problems. However, your role is very cross functional, so you'll be engaging with colleagues from all areas to better understand and improve our Customer Experience.

Situational needs and challenges

This is a dynamic company which has grown very quickly since it was founded in 2013 in Gibraltar. We have now added several different product types, multiple markets, and we want to ensure that our main journeys are documented, working well, our stakeholders are aligned and we're doing our very best across the whole experience.

We are maturing as both a department and an organisation, so we need someone with the ability to think strategically as well as be able to get into the details where needed to help our stakeholders with our customer experience methods and tools. This is an exciting chance for someone experienced in service design to turn the companies' knowledge into action, with a renewed focus on how this impacts our bottom line directly.

The essentials

  • Expert knowledge and experience of Customer Experience, Journey Management and Journey Mapping
  • Demonstrable ability to turn insights, both qualitative and quantitative into prioritised improvements
  • Experience of Service Blueprinting
  • Excellent workshop facilitation skills and other communication strategies
  • Excellent senior stakeholder management skills and ability to provide guidance, expertise and recommendations to people with competing interests
  • Fluent in English

The desirables

  • Experienced in delivering improvements in an organisation that is evolving how it understands experience
  • Experience of operationalising the skill of journey management so that we are orchestrating journeys we create newly
  • Passionate about all things CX, UX and Research

Reference: 1609282106

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