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Established in 2008, Equity Group Foundation (EGF) is a not-for-profit implementing foundation based in Nairobi, Kenya that champions the social and economic transformation of the people of Africa. Born out of Equity Bank commitment to servicing the poor as part of its core business model and through its long-standing corporate social responsibility initiati...
Job Purpose Statement
The Customer Experience Journey Architect position supports the development of a holistic customer experience strategy that enables the delivery of positive,meaningful interactions across all customer touchpoints.Utilize best practices, like service blueprinting and journey mapping, to update and maintain existing customer experience architectures and create broad alignment across current state processes and a detailed vision for future state processes.Influence design and prioritization decisions that enhance the customer experience through improvements in products, processes, communications and ‘moments that matter’ interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience—wherever they may occur in the journey—are plugged.
Qualifications
Key Accountabilities(Duties and Responsibilities)
Ideal Job Specifications
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