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Customer Experience Strategist

2 months ago

Riyadh, Ar Riyāḑ, Saudi Arabia Rewaa Full time

Rewaa is revolutionizing retail with its cutting-edge SaaS platform, empowering retailers to move and grow faster. Our innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting are delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to be part of a dynamic team.

About the Role:

We're seeking a highly skilled Customer Journey Manager to join our team at Rewaa. The ideal candidate will have extensive experience in creating and managing customer journeys, both macro and micro, and will be able to design current and future state journeys. This role requires the ability to create research-based personas and build detailed customer journeys per persona, treating customer journey mapping as a continuous process.

Key Responsibilities

  • Coordinate and prepare workshops based on design thinking methodology to create customer journey maps with an inside-out perspective in journey mapping.
  • Act as a mystery shopper to experience the customer journey firsthand and assess any failures.
  • Develop comprehensive customer journeys, both as-is and future state, for various personas.
  • Document each customer journey in detail, capturing extensive information about each touchpoint beyond just visual diagrams.
  • Create and utilize research-based personas to inform journey mapping.
  • Treat customer journey mapping as an ongoing process, aligning with PMO to implement comprehensive CX improvement initiatives.
  • Identify and prioritize pain points at each touchpoint to focus on moments of truth and critical touchpoints.
  • Enrich Product Development: development and marketing strategies.
  • Monitor the implementation of customer journeys improvement initiatives.
  • Use customer insight reports to contribute to the design of new products and services or enhance existing ones.
  • Design and simulate future customer journeys based on customer voices, needs, and expectations.

Requirements

  • Educational Background: Bachelor's degree in Business Administration, marketing, psychology, human-computer interactions, or a related field.
  • Experience: Proven experience in creating and managing customer journeys, with a focus on research-based personas and continuous improvement.
  • Strong analytical and communication skills.
  • Experience with design thinking methodology and workshop facilitation.
  • Ability to visualize and document detailed customer journeys.
  • Familiarity with CJM tools and methodologies.