Specialist: Customer Journey Mapping

Are you eager to dive into the world of customer experience and make a real impact? Were looking for a Customer Journey Mapping Specialist to join our team and work directly with the Customer Journey Mapping Manager. In this role, you'll be responsible for mapping, analyzing, and enhancing the customer experience across all touchpoints.

Your mission will involve collaborating with various teams to design and implement strategies that boost customer satisfaction, loyalty, and engagement. Youll also analyze the customer life cycle and touchpoint interactions for the Mukuru brand, providing valuable recommendations to enhance our customer-centric approach.

If you're ready to contribute to a dynamic team and help shape exceptional customer journeys, apply now and be part of our exciting journey!

Duties And Responsibilities (Include But Are Not Limited To)

• Create detailed maps of the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
• Use data and customer feedback to visualize and understand customer experiences from initial contact to post-purchase.
• Analyse customer data and metrics to identify trends, patterns, and insights.
• Develop reports and dashboards to track the effectiveness of customer experience initiatives.
• Work with cross-functional teams to design and implement strategies that enhance the customer journey.
• Develop actionable recommendations based on research and analysis.
• Collect and analyse customer feedback through surveys, interviews, and other methods.
• Translate customer insights into actionable improvements and strategic initiatives.
• Partner with marketing, sales, product development, and customer support teams to ensure a cohesive and positive customer experience.
• Facilitate workshops and meetings to drive customer-centric thinking across the organization.
• Identify and address gaps in the customer journey.
• Implement best practices and process improvements to enhance customer satisfaction.
• Develop and oversee programs aimed at improving overall customer engagement and loyalty.
• Stay updated on industry trends and best practices to ensure the company remains competitive

Key Requirements

• Relevant tertiary qualification in Marketing/IMM/Business Management/ (Essential)
• Grade 12 or equivalent (Essential)
• 1 - 3 years experience in a senior Marketing/CRM role (Essential)
• Basic knowledge of data analysis experience (Desirable)
• Relevant industry experience (Desirable)
• Knowledge of marketing & communication processes
• Knowledge of customer relationship management/loyalty, etc
• Knowledge of customer management life cycle
• Knowledge of market research/research & analytics/quantitative data and trend analysis

Additional Skills

• Knowledge of UX/UI principles
• Experience with journey mapping tools
• Computer skills
• Verbal & written communication skills
• Presentation skills
• Detail consciousness
• Interpersonal skills
• Data and trend analysis skills
• Interpersonal & networking skills

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a work-like environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANYS DIVERSITY AND INCLUSION PLANS