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Key Responsibilities
- Strategic Leadership and Vision:
- Develop and execute a comprehensive customer journey strategy aligned with the bank's overall business objectives and customer experience vision.
- Establish and maintain a deep understanding of customer needs, behaviors, and expectations through ongoing research and analysis.
- Identify emerging trends and best practices in customer experience design and incorporate them into the bank's strategy.
- Team Leadership and Development:
- Lead, mentor, and develop a team of customer journey designers, fostering a culture of innovation, collaboration, and customer-centricity.
- Provide guidance and support to team members in the development of customer journey maps, service blueprints, and other design artifacts.
- Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities.
- Customer Journey Design and Optimization:
- Oversee the creation and maintenance of detailed customer journey maps that visualize the end-to-end customer experience across all channels (online, mobile, in-branch, etc.).
- Identify pain points, friction points, and opportunities for improvement within existing customer journeys.
- Develop and implement innovative solutions to address identified pain points and enhance the overall customer experience.
- Utilise design thinking methodologies to facilitate workshops and ideation sessions with stakeholders to generate new ideas and solutions.
- Cross-Functional Collaboration:
- Collaborate closely with cross-functional teams (marketing, sales, product, technology, operations, etc.) to ensure alignment on customer experience goals and strategies.
- Partner with stakeholders to prioritise and implement customer journey improvements.
- Communicate customer journey insights and recommendations to key stakeholders, using clear and compelling visuals and data.
- Research and Analytics:
- Oversee the collection and analysis of customer data (surveys, feedback, analytics, etc.) to inform customer journey design decisions.
- Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer journey improvements.
- Measure and report on the benefits (ROI) of implemented customer journey improvements, demonstrating the value of CX initiatives.
- Analyse Voice of Customer (VoC) insights, including NPS, CSAT, and customer complaints, to identify areas for improvement in customer touchpoints, products, and services.
- Conduct user research (interviews, usability testing, etc.) to gather insights into customer needs and behaviors.
- Innovation and Experimentation:
- Foster a culture of experimentation and continuous improvement within the team.
- Identify and evaluate new technologies and tools that can enhance the customer experience.
- Lead the development of prototypes and proof-of-concepts to test new ideas and solutions.
- Governance and Standards:
- Establish and maintain customer experience design standards and guidelines.
- Ensure compliance with relevant regulations and policies.
