EXL
Location
New Delhi | India
Job description
EXL Services is hiring for an experienced Customer Journey Manager, you will be responsible for orchestrating and optimizing the end-to-end customer experience across all touchpoints and channels. You will work closely with cross-functional teams to understand customer needs, identify pain points, and implement strategies to enhance customer satisfaction and loyalty.
Job Description: Designation- Customer Journey Mapping and Redesign- Manager Role- Permanent/ Full time Experience-6+ years Location- Noida/ Gurgaon/ Pune/ Bangalore Shift-12PM to 10PM (10 Hours Shift. Also depends on the project/work dependencies) Working Days-5 days Work Mode- Hybrid Key Responsibilities: Develop a deep understanding of the customer journey, including all touchpoints from initial awareness to post-purchase support. Collaborate with marketing, sales, product, and customer service teams to align customer journey initiatives with business goals. Conduct research and gather customer feedback to identify areas for improvement in the customer experience. Map out current customer journeys and identify opportunities for optimization and personalization. Design and implement strategies to enhance the customer journey, including targeted messaging, personalized content, and seamless transitions between channels. Monitor key performance indicators (KPIs) related to the customer journey, such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates. Analyze data to measure the effectiveness of customer journey initiatives and make data-driven recommendations for improvement. Work with technology teams to implement tools and systems that support the customer journey, such as customer relationship management (CRM) software and marketing automation platforms. Stay up-to-date on industry trends and best practices related to customer experience and customer journey mapping. Act as a champion for the customer within the organization, advocating for their needs and driving a customer-centric culture. Qualifications: Bachelor's degree in business, marketing, or a related field. Master's degree preferred. Proven experience in customer experience management, customer journey mapping, or related roles. Strong analytical skills with the ability to interpret data and extract actionable insights. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels. Strategic mindset with the ability to think creatively and identify innovative solutions to improve the customer experience. Project management skills with the ability to prioritize and manage multiple initiatives simultaneously. Experience with customer relationship management (CRM) software and other relevant tools and technologies. Knowledge of best practices in customer experience design, including principles of user-centered design and customer-centricity. A passion for delivering exceptional customer experiences and driving customer loyalty. Ability to thrive in a fast-paced, dynamic environment and adapt to change quickly. ** If interested to explore the opportunity, kindly share your updated resume on [email protected]Job tags
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