Journey Mapper

Job description

Position Summary:

A Project Manager in quality and customer experience to drive high impact and strategic improvement projects, supporting business goals and Customer Experience metrics. Manage end user experience and assurance for the Organizational unit. The candidate is required to ensure robust Customer Experience through culture of end-user technology experience support. Drive Improvement projects, defection reduction and improve overall end-user experience with necessary tools and environment in scope with the help of Journey Mapping Skills. 

Essential Functions of the Job:

· 
Must be able to derive and drive key customer experience metrics and indicators

· 
Drive and own initiatives and projects undertaken to improve and excel in end-user experience strategies

· 
Design and recreate Customer Journeys to derive initiatives and projects

· 
Ability to analyze current performance of existing Customer Journeys with the help of data points and KPI’s

· 
Should be able to identify opportunities and design Business proposals to address the break points

· 
Should be able to design new journeys for deployment at a larger scale, after a comprehensive problem solving approach

· 
Study and own end to end Customer Journeys across various Channels and End User experience data points for analysis

· 
Able to derive initiatives and projects and be able to plan, execute, monitor and report on Projects undertaken

· 
Should drive accountability across functions and end user organizations

· 
Must be able to build processes and procedures to address various breakpoints and challenges in the overall customer journey and its environment

· 
Must possess project management skills to establish governance and drive various key projects and initiatives to address the overall customer journey areas

· 
Must possess excellent communication to be able to participate and contribute in overall engagement

· 
Should be able to prioritize Customer experiences based on impact and should provide insights to improve existing processes

· 
Responsible to drive VoC initiatives like Customer Surveys and loop feedback into existing processes

· 
Must work closely with core customer team to execute and implement the concepts while constantly monitoring the core success metrics

Key Accountabilities:

·  Key Accountabilities Include: - Customer Journey Mapping
·  Journey Identification - identify journey mapping basis
·  NPS Analysis and Reporting of Finding
·  VOC (erosion of CX) 
Any other Business need (ongoing) 
Journey Mapping 
Creating a customer journey map for customer
·  Identifying areas of opportunities at each stage of customer journey and deriving proposal
·  Strong exposure and experience in driving and coordinating projects of various complexitie
·  Ability 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 methodology
·  Net Promoter Score Sustain Leadership with identified gap
·  Adherence to end user experience improvement project timelines / project pla
·  Dashboard cum communication on Project closures
·  Plan and Design various kinds of programs e.g. Newsletter, reviews and awareness sessions

 

Knowledge and Skills Requirements:

·  Excellent communications skills (both written and oral)

 

·  Must be able to interact with various levels in the organization
·  Strong project management skills (Agile / PMI standards preferred)
·  Marketing skills to define and develop motivational writings
·  Should be able to define and develop journey mapping strategies
·  Excellent knowledge in MS Office and especially in PowerPoint
·  Ability to design and develop PowerPoint presentations and newsletter contents
·  Proven experience as journey mapping specialist
·  Experience in web design and content production is a plus
·  Experience in copywriting and editing
·  Solid understanding of project management principles
·  Working knowledge of MS Office; photo and video-editing software is an asset
·  Excellent communication (oral and written) and presentation skills
·  Outstanding organizational and planning abilities
·  Proficient command of English
·  Remarkable customer focus and a willingness to go the extra mile to ensure that the customer's negative experience is transformed into a positive one through process and tech changes
·  4-5 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 & influence
·  Proficiency in any statistical softwares like Minitab and in process mapping applications like UX or Visio will be a bonus!   

 

Other Requirements:

    

Willing to work in shifts to support APAC, Americas, or EMEA, as per the business need.

 

    APAC Shift – willing to start by 5 am(IST)

 

    US Shift – start in the India evening hours, work could go up to 12:30am(IST)

 

    

Job Requirements:

   

Education:

 

·  A degree or related discipline; or equivalent work experience in project management and journey mapping modelling and standards
·  Excellent knowledge in IT and Technical support models

   

Experience:

 

·  8 - 14 years of working experience in the IT industry
·  Other relevant experience in a related IT end user environment (application development, deployment/implementation and infrastructure)
·  Work experience in a professional services industry, and in multinational company/global firm is preferred

   

Certification Requirements:

·  Familiarity with ITIL v2 or 3 is required