Journey Map & Experience Manager

Job Description

Title: Journey Map & Experience Manager

Company Name: Banglalink

Vacancy: Not specific

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Bachelors or Master's Degree from any UGC approved University

Experience Requirements:
∎ 3 to 5 year(s)

Job Responsibilities:
∎ Lead the development of customer roadmaps and implement efficient solutions across products, platforms, and channels to optimize the customer journey based on experien&ce testing
∎ Present and influence relevant stakeholders to address the gaps in providing enhanced customer experience while identifying and prioritizing the most critical gaps and providing recommendations
∎ Continuously challenge the business to drive for innovation, own product implementation, contribute recommendations on the product roadmap and maintain a library of CX journeys
∎ Leverage voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles
∎ Build and manage a database of all current and potential future capabilities (technology and non-technology oriented future customer engagement capabilities) as identified through the process
∎ Plan system capability enhancement considering future business focus and enhance digital channel capability to serve customer current & future needs
∎ Ensure the highest level of customer satisfaction in traditional (USSD, IVR, Call Center etc.) & digital (App, Web, Chat, OTTs etc.) touchpoints

Additional Requirements:
∎ 3 to 5 years of experience in a relevant area, preferably in a Telecom company
∎ Sound knowledge on customer journey mapping & user experience testing procedure
∎ Good knowledge on system capability enhancement considering future business focus
∎ Thorough knowledge of process improvement
∎ Sound knowledge on NPS and customer satisfaction measurement KPIs
∎ Sound knowledge of project management concepts, with focus on planning, progress tracking & communication/reporting
∎ Basic knowledge on telecom technology

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 6 Mar 2022

Company Information:
∎ 1 Mar 2022
∎ Banglalink

Category: Marketing/Sales

: Apply Online