Customer Journey Mapping
- دبي
- دائم
- دوام كامل
- Conduct research to gather insights on customer behaviors, needs, and pain points throughout their journey with our products and services.
- Create detailed customer journey maps that visualize the various stages of the customer experience.
- Collaborate with product, marketing, and support teams to identify opportunities for improvement at each touchpoint.
- Analyze feedback from customers to refine and enhance the customer journey continuously.
- Utilize data analytics to track the effectiveness of implemented changes across the customer experience.
- Present findings and recommendations to stakeholders to drive strategic decisions and initiatives.
- Stay up-to-date on industry trends and best practices related to customer experience and journey mapping.
- Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
- Deep understanding of customer needs, behaviors, and preferences from a Higher Education Academic Institution personas perspective, to deliver exceptional experiences.
- Should be a process consultant. Expertise in mapping end-to-end customer journeys, identifying pain points, process re-engineering and designing user-friendly, intuitive digital interfaces.
- Proficiency in analyzing customer data using CRM, analytics, and feedback tools (Power BI, Tableau, Google Analytics, Medallia, Qualtrics etc.) to drive CX improvements.
- Experience in creating seamless, consistent experiences across web, mobile, social media, email, and in-store channels; leveraging segmentation and personalization strategies.
- Skilled in collecting, analyzing, and acting on feedback via surveys, social listening, and direct interactions to enhance satisfaction and loyalty.
- Ability to develop, implement, and refine CX strategies aligned with business goals, managing organizational change effectively.
- Strong collaboration with academic business, administrative business, communication, partnership, product, IT, and support teams to ensure cohesive customer experiences.
- Familiarity with Salesforce, MS Dynamics, HubSpot, Zendesk, Freshdesk, and other CX/feedback platforms; knowledge of omnichannel messaging, A/B testing, and personalization tools.
- Designing initiatives to improve retention, lifetime value, and satisfaction through loyalty programs and targeted engagement.
- Ability to handle complaints, resolve conflicts, and turn negative experiences into positive outcomes.
- Communicate insights effectively to stakeholders.
- Empathy, strong communication, creativity, adaptability, emotional intelligence, and collaboration to enhance both customer and organizational outcomes.
- 4+ years of experience in customer experience, user experience, or related roles.
- Proficient in creating customer journey maps and understanding customer-centric design.
- Strong analytical skills with the ability to interpret data and translate it into actionable insights.
- Excellent communication and presentation skills, with the ability to influence cross-functional teams.
- Experience with survey tools, customer feedback platforms, and data analytics software.
- Creative thinker with a passion for enhancing the customer experience.
- Ability to work autonomously and manage multiple projects simultaneously in a fast-paced environment.