The role holder is responsible for leading the planning, design, and optimization of customer journeys across sales and fulfillment channels to enhance the overall customer experience. This includes overseeing journey roadmaps, evaluating process effectiveness, and implementing journey innovations in alignment with business strategies. The role holder shall carry out their duties in accordance with the stipulated business policies and procedures.
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Responsibilities
- Lead the development of strategic customer journey experiences for sales and fulfillment phases.
- Oversee the creation and ongoing enhancement of journey design roadmaps aligned with strategic business objectives.
- Design, evaluate, and continuously refine end-to-end sales and fulfillment journeys for business customers.
- Collaborate with relevant journey owners to build integrated frameworks and maintain an enterprise-level journey library.
- Assess and approve major sales processes to ensure alignment with customer-centric experience standards.
- Conduct journey performance evaluations and identify optimization opportunities across touchpoints.
- Drive cross-functional initiatives to implement enhancements and innovation within the journey framework.
- Support the experience-related design of sales initiatives raised by business units, ensuring consistency with journey design principles.
- Define journey-related KPIs and apply analytics to measure experience quality and operational efficiency.
- Manage the policy framework and documentation related to journey design, ensuring alignment with evolving business needs.
- Define and monitor KPIs for journey performance and propose actionable insights.
- Maintain and update all journey-related processes and documentation.
Requirements
- Minimum of 5 years of experience in a related discipline.
- Prior experience in customer experience or journey design within the telecommunications industry is preferred.
- Knowledge of customer journey marketing strategies.
- Strong analytical and problem-solving skills.
- Excellent project management and organizational skills.
- Bachelor degree in Business Administration or Marketing.
- Relevant certifications in project management or digital marketing is recommended.
- Certification in customer experience (CX) design is recommended.
- Agile methodology certification is recommended.
