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Customer journey officer

Company Name Confidential

Keywords / Skills : Service Quality, Customer journey officer, Customer Experience officer

4 - 8 years
Posted: 2018-07-25

Job Description
Detailed Roles and Responsibilities:
  • Develop the end-to-end customer journey by leveraging existing products, services and channels and suggesting value added services
  • Contribute to the customer journey development and enhancement process of a portfolio of retail and corporate products in collaboration with relevant stakeholders
  • Act as subject matter expert on customer journey innovation and experience
  • Review and sign-off customer journey analysis results as part of the development process
  • Review and sign-off product business cases as part of development process
  • Hold regular meetings with product and channel managers to monitor progress, address issues, and plan function activities
  • Support ethnographic research to capture every step of the customer journey and infer target customer experience that QIB will deliver
Educational Qualifications: Bachelor degree in related field
Experience:
  • Experience in customer services excellence
  • Experience in the design, development and maintenance of customer journey-maps
  • Product user research and education market experience preferred
  • Experience with multiple journey mapping tools
Behavioral Competencies:
  • Creativity and ability to "think out of the box" to design best-in-class journeys
  • Ability to make complex business decisions with authority (e.g., inclusion of specific products/VAS as part of journey)
  • Strong oral, written, and presentation abilities - able to convey benefits to all levels of the business, from C-level executives to operations and development teams
  • Passion for providing customer satisfaction
Technical Competencies:
  •  Strong understanding of the bank's products, channels
  • and services
  •  Understanding of the Qatari banking market including regulatory/compliance requirements
  •  Ability to identify and meet customer needs through matching broad range of products, services and channels
  •  Creativity and ability to "think out of the box" to design best-in-class journeys
  •  Ability to build effective networks across BUs
  •  Graphic design skills with commonly used design tools such as Adobe products, Keynote and PowerPoint


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