The Service Journey Mapping Manager will play a critical role in designing and optimizing the customer service journey within the CRM framework. This role requires a deep understanding of customer experience principles, journey mapping techniques, and CRM functionalities. The ideal candidate will have a proven track record in analyzing and improving customer service processes to enhance satisfaction and loyalty.
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Key Responsibilities
- Lead the development of end-to-end service journey maps to visualize and analyze the customer experience across various touchpoints.
- Collaborate with cross-functional teams to gather insights and feedback on current service processes, challenges, and opportunities for improvement.
- Identify key customer interactions and pain points throughout the service journey, mapping out potential solutions and enhancements.
- Re-engineer processes from manual to straight-through processing (STP) and reduce hand-offs and turnaround time (TAT) for processes that cannot be moved to STP.
- Utilize journey mapping insights to identify opportunities for streamlining processes, reducing friction points, and enhancing overall customer satisfaction.
- Work closely with the CRM implementation team to integrate journey maps into the CRM system, ensuring alignment with workflow automation and data capture requirements.
- Monitor and analyze customer feedback, service metrics, and journey analytics to continuously refine and optimize the service journey over time.
- Provide training and guidance to frontline staff on interpreting and utilizing journey maps to deliver exceptional customer service experiences.
- Act as a liaison between the CRM team and customer service departments post-implementation, assisting with troubleshooting, issue resolution, and process refinement.
Requirements
- Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
- Minimum of 10+ years of experience in customer experience management, service design, or related roles within the banking or financial services industry.
- Experience in delivering CRM projects, preferably Microsoft Dynamics, with ownership of process reengineering of workflows.
- Proficiency in service journey mapping tools and methodologies, such as customer journey mapping software, service blueprinting, and process mapping techniques.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations for service improvement.
- Excellent communication and collaboration skills, with the ability to work effectively across departments and influence stakeholders at all levels of the organization.
- Detail-oriented mindset with a focus on continuous improvement and delivering measurable results in enhancing customer satisfaction and loyalty.
