Customer Journey Excellence Specialist

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Tandemsearch Full time

As a Senior Manager at Tandemsearch, you will have the opportunity to make a significant impact on our customer experience strategy. We are looking for a highly motivated and experienced professional to lead the development and implementation of innovative customer experiences across our retail, corporate, and digital banking channels.

The Senior Manager will be responsible for developing and maintaining end-to-end journey maps for customers, collaborating with cross-functional teams to identify pain points and opportunities for improvement. They will champion a customer-centric design approach, ensuring that all initiatives and projects prioritize the needs and preferences of our diverse customer base.

Key Responsibilities:

  • End-to-End Journey Mapping:
    • Lead the development and maintenance of end-to-end journey maps for retail, corporate, and digital banking customers.
    • Collaborate with cross-functional teams to identify pain points and opportunities for improvement throughout the customer journey.
  • Customer-Centric Design:
    • Drive the implementation of design thinking methodologies to uncover insights and develop innovative solutions that enhance customer experiences.
    • Champion a customer-centric design approach, ensuring that all initiatives and projects prioritize the needs and preferences of our diverse customer base.
  • Cross Channel Consistency:
    • Work closely with stakeholders across retail, corporate, and digital banking divisions to ensure consistency and continuity of customer experiences across all touchpoints.
    • Establish and enforce design standards and guidelines to maintain a cohesive brand experience.
  • Digital Transformation:
    • Drive the digital transformation agenda by spearheading initiatives to optimize digital channels and platforms for improved usability, functionality, and overall customer satisfaction.
    • Collaborate with IT and digital teams to translate customer insights into user-friendly digital solutions and interfaces.
  • Customer Feedback & Insights:
    • Analyze customer feedback, including surveys, usability testing, and customer journey analytics.
    • Utilize customer insights to inform decision-making and drive continuous improvement efforts.

Requirements and Qualifications:

  • Bachelor's degree in Business Administration, Marketing, Design, or a related field. Master's degree preferred.
  • Minimum of 5 years of experience in customer experience design in banking, insurance, and telco industries.
  • Proven track record of leading customer experience transformation initiatives and driving measurable improvements in customer satisfaction and loyalty.
  • Strong understanding of design thinking methodologies, user experience (UX) principles, and customer journey mapping techniques.
  • Excellent leadership and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams.
  • Strategic thinker with a data-driven approach to decision-making and problem-solving.
  • Exceptional communication and presentation skills, with the ability to articulate complex concepts to diverse audiences.


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