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Journey Mapper

4.00 to 5.00 Years   Bangalore   07 Aug, 2019
Ernst & Young
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaTour / Travel Guide
EmploymentTypeFull-time

Job Description

Must be able to derive and drive key customer experience metrics and indicatorsDrive and own initiatives and projects undertaken to improve and excel in end-user experience strategiesDesign and recreate Customer Journeys to derive initiatives and projectsAbility to analyze current performance of existing Customer Journeys with the help of data points and KPI sShould be able to identify opportunities and design Business proposals to address the break pointsShould be able to design new journeys for deployment at a larger scale, after a comprehensive problem solving approachStudy and own end to end Customer Journeys across various Channels and End User experience data points for analysisAble to derive initiatives and projects and be able to plan, execute, monitor and report on Projects undertakenShould drive accountability across functions and end user organizationsMust be able to build processes and procedures to address various breakpoints and challenges in the overall customer journey and its environmentMust possess project management skills to establish governance and drive various key projects and initiatives to address the overall customer journey areasMust possess excellent communication to be able to participate and contribute in overall engagementShould be able to prioritize Customer experiences based on impact and should provide insights to improve existing processesResponsible to drive VoC initiatives like Customer Surveys and loop feedback into existing processesMust work closely with core customer team to execute and implement the concepts while constantly monitoring the core success metricsKey Accountabilities:

  • Key Accountabilities Include: - Customer Journey Mapping
  • Journey Identification - identify journey mapping basis
NPS Analysis and Reporting of FindingVOC (erosion of CX)Any other Business need (ongoing)Journey MappingCreating a customer journey map for customerIdentifying areas of opportunities at each stage of customer journey and deriving proposalStrong exposure and experience in driving and coordinating projects of various complexitieAbility to translate areas of opportunities in journey mapping as projects and address gaps and challenges in overall customer experience.NPS Improvement initiatives & driving POA through project management methodologyNet Promoter Score Sustain Leadership with identified gapAdherence to end user experience improvement project timelines / project plaDashboard cum communication on Project closuresPlan and Design various kinds of programs e.g. Newsletter, reviews and awareness sessionsKnowledge and Skills Requirements:Excellent communications skills (both written and oral)Must be able to interact with various levels in the organizationStrong project management skills (Agile / PMI standards preferred)Marketing skills to define and develop motivational writingsShould be able to define and develop journey mapping strategiesExcellent knowledge in MS Office and especially in PowerPointAbility to design and develop PowerPoint presentations and newsletter contentsProven experience as journey mapping specialistExperience in web design and content production is a plusExperience in copywriting and editingSolid understanding of project management principlesWorking knowledge of MS Office; photo and video-editing software is an assetExcellent communication (oral and written) and presentation skillsOutstanding organizational and planning abilitiesProficient command of EnglishRemarkable customer focus and a willingness to go the extra mile to ensure that the customers negative experience is transformed into a positive one through process and tech changes4-5 years in a project management role with Customer-focused or client servicing related experience.Proven history in leading and delivering high-impact strategic projects done through collaboration & influenceProficiency in any statistical softwares like Minitab and in process mapping applications like UX or Visio will be a bonus,

Keyskills :
msofficecustomerfocususerexperienceproblemsolvingprocessmappingclientservicingcustomersurveysetpromotersctechnicalsupp

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