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About the Role
Role: Service Journey Mapping Manager
Location: Abu Dhabi
Role Purpose
The Service Journey Mapping Manager will play a critical role in designing and optimizing the customer service journey within the CRM framework. This role requires a deep understanding of customer experience principles, journey mapping techniques, and CRM functionalities. The ideal candidate will have a proven track record in analyzing and improving customer service processes to enhance satisfaction and loyalty.
Key Accountabilities
- Lead the development of end-to-end service journey maps to visualize and analyze the customer experience across various touchpoints.
- Collaborate with cross-functional teams to gather insights and feedback on current service processes, challenges and opportunities for improvement.
- Identify key customer interactions and pain points throughout the service journey, mapping out potential solutions and enhancements.
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