The role holder is responsible for leading the planning, research, design, and optimization of B2B customer journeys across sales and fulfillment channels to enhance the overall customer experience. This includes overseeing journey roadmaps, conducting user and stakeholder research, evaluating process effectiveness, and implementing journey design innovations in alignment with business strategies and customer-centric objectives.
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Responsibilities
- Lead the development of strategic B2B customer journey experiences across sales and fulfillment phases, ensuring a seamless and value-driven experience for business customers.
- Oversee the creation, implementation, and continuous enhancement of journey design roadmaps aligned with strategic business goals.
- Conduct research, interviews, and feedback sessions with B2B clients and internal stakeholders to uncover pain points, opportunities, and experience gaps.
- Design, evaluate, and continuously refine end-to-end B2B journeys, integrating UX and service design principles across digital and assisted channels.
- Collaborate with journey owners and cross-functional teams to build integrated frameworks and maintain an enterprise-level B2B journey library.
- Assess and endorse key sales and fulfillment processes to ensure alignment with customer-centric design and operational efficiency standards.
- Drive cross-functional initiatives to implement journey enhancements and innovation within the B2B experience framework.
- Support experience-related designs and digital solutions proposed by business units, ensuring alignment with journey design principles.
- Define journey-related KPIs and leverage analytics to assess experience quality, conversion effectiveness, and process performance.
- Manage the documentation and governance framework for journey design, ensuring compliance with business policies and continuous improvement.
- Maintain and update journey-related research, insights, and process documentation in coordination with relevant stakeholders.
- Deliver journey use cases, personas, and prototypes to support B2B sales channels including account managers, partners, and digital platforms.
- Implement and manage feedback and measurement mechanisms, including Voice of Customer (VoC) programs, analytics, and sales team insights.
Requirements
- Minimum of 5 years experience in a related discipline.
- Prior experience in customer experience or B2B journey design within the telecommunications industry is preferred.
- Bachelor Degree in Business Administration or any other relevant majors.
Location
SA, SA
