Customer Experience Journey Architect at Equity Bank Kenya

Description

• Partner with departmental leadership to build an inclusive vision of the end-to-end customer journey that highlights each department's contribution to customer experience excellence. Includes Innovation and Growth teams that will develop solutions for existing customer pain points and drive consistent and synergistic experiences across various customer offerings.
• Develop and maintain effective relationships with key stakeholders to share best practice, drive consistency in resource planning and ensure timely delivery of projects. Ensures the long-term business strategy and the customer roadmap are fully aligned.

Experience Design and Optimization:

• Design and optimize customer experiences across multiple channels, ensuring a consistent and seamless journey from awareness to advocacy.
• Develop customer personas and segmentations to personalize the customer journey, tailoring experiences and communications to specific customer groups.
• Identify and implement strategies to enhance customer engagement, increase loyalty, and drive customer satisfaction throughout the journey

Touchpoint Integration:

• Identify and evaluate existing touchpoints and channels, both online and offline, to assess their effectiveness in delivering a positive customer experience.
• Propose new touchpoints or optimize existing ones to ensure a cohesive and integrated customer experience across all interactions.
• Collaborate with technology teams to implement digital solutions and leverage automation to streamline processes and improve customer interactions.

Collaboration and Communication:

• Collaborate with stakeholders across the organization, including marketing, sales, product, and customer support teams, to align customer journey initiatives and share best practices.
• Present insights, recommendations, and progress updates to key stakeholders, including senior management, to drive support and obtain necessary resources.
• Act as a subject matter expert on customer experience and journey optimization, providing guidance and thought leadership to the organization.

Qualifications

Academic:

• Bachelor's or Master's degree in Marketing, Business Administration, or a related field.
   

Professional:

• Customer Journey Mapping certification
• Lean and/or Six Sigma certification or other recognized Business Process Improvement Methodologies
• MS Office Tools (Word, Excel, PowerPoint, Project, Visio)

Desired work experience:

• 5+ of experience in Financial or Services industry handling customer experience, business development or product development roles
• 3+ experience in customer experience design, customer journey mapping, process reengineering or a similar role.
• Knowledge of customer-centric methodologies, such as design thinking and human-centered design.
• Familiarity with customer experience management platforms and data analytics tools.