Customer Journey Desinger
|Job Title:||Customer Journey Desinger|
|Contact Name:||Idris Musasamusas|
|Job Published:||March 21, 2018 09:21|
· Mission of the function:
· The Customer Journey Designer owns the customer journey map which is a constantly updated description of the current customer experience within and across touchpoints and channels and of the customer needs and emotions at every step.
· Based on recommendations on areas of improvements from VOC insights, business priorities and ideas, the Customer Journey Designer maps out the current AS IS and the desired TO BE Customer Experience, quantifies this desired state in a KPI dashboard and ambitious targets, defines through a detailed GAP analysis what this means in terms of changes for the front- and back end and ensures CX value is calculated for the redesign.
· Following approval and onboarding of the designs he/she will guard over and provide support and guidance to business in the translation thereof into process improvements, system and communication requirements. Any deviations to the CX Design blueprint should be challenged and if approved by the business lead, should be adapted in the redesigns.
· Input to this function:
The Track Steercos and CX Program Lead will provide prioritization on required journey redesign.
In order to build a good CX Design (customer journey redesign) blueprint the following input is essential:
-detailed understanding of current channel experiences across the journey (mystery shopping/call analysis/install & repair visits)
-VOC (from verbatim analysis, tracker results and dedicated ad hoc research)
-Tooling (back-end and front-end) limitations and opportunities of current and planned infrastructure
-Corporate and CXP strategy
-Cross company roadmap: what is coming up when and where are dependencies and threats.
In turning this blueprint into a high level change plan with short term, mid term and long term required activities, feasibility assessment is necessary together with business (as there is a dependency on budgets and resources).
· Key stakholders
In order to build a good customer journey redesign blueprint input is essential from:
-VOC insights from verbatim analysis, tracker results and dedicated ad hoc research as required
-IT on limitations and opportunities of current infrastructure
-CX Program Lead
· Key challenges in this function consist of:
-Timing: CX Design Blueprints have to be ready for the first decision gates in the governance process in order to have a defining purpose in the project scope. Since the process for redesign can take from 1-3 months, an important aspect of this function is to get the necessary buy-in from business to take the redesign process into account in projects.
-Organizing workshops with committed stakeholders from different levels in the organization (management but also front-end staff) that will deliver all the necessary insights to build the map from the inside-out
-Commissioning VOC insights from the VOC team in time for integration in the CX Design Blueprint
-Designing out-of-the-box experiences, not limited by traditional methods or siloed thinking.
-Ensuring a clear understanding by business of the CX Design Blueprint so that effective change is as close as possible to the blueprint
Create and implement the customer journey mapping methodology
-Implement a CJ Mapping tool
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