Manager Customer Journey Design & Management

****Create your future with Affin! ​​You too can make a difference.**** ======================================================================= Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too. **Key Responsibilities:** * **Strategic Leadership and Vision:** * Develop and execute a comprehensive customer journey strategy aligned with the bank's overall business objectives and customer experience vision. * Establish and maintain a deep understanding of customer needs, behaviors, and expectations through ongoing research and analysis. * Identify emerging trends and best practices in customer experience design and incorporate them into the bank's strategy. * **Team Leadership and Development:** * Lead, mentor, and develop a team of customer journey designers, fostering a culture of innovation, collaboration, and customer-centricity. * Provide guidance and support to team members in the development of customer journey maps, service blueprints, and other design artifacts. * Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities. * **Customer Journey Design and Optimization:** * Oversee the creation and maintenance of detailed customer journey maps that visualize the end-to-end customer experience across all channels (online, mobile, in-branch, etc.). * Identify pain points, friction points, and opportunities for improvement within existing customer journeys. * Develop and implement innovative solutions to address identified pain points and enhance the overall customer experience. * Utilise design thinking methodologies to facilitate workshops and ideation sessions with stakeholders to generate new ideas and solutions. * **Cross-Functional Collaboration:** * Collaborate closely with cross-functional teams (marketing, sales, product, technology, operations, etc.) to ensure alignment on customer experience goals and strategies. * Partner with stakeholders to prioritise and implement customer journey improvements. * Communicate customer journey insights and recommendations to key stakeholders, using clear and compelling visuals and data. * **Research and Analytics:** * Oversee the collection and analysis of customer data (surveys, feedback, analytics, etc.) to inform customer journey design decisions. * Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer journey improvements. * Measure and report on the benefits (ROI) of implemented customer journey improvements, demonstrating the value of CX initiatives. * Analyse Voice of Customer (VoC) insights, including NPS, CSAT, and customer complaints, to identify areas for improvement in customer touchpoints, products, and services. * Conduct user research (interviews, usability testing, etc.) to gather insights into customer needs and behaviors. * **Innovation and Experimentation:** * Foster a culture of experimentation and continuous improvement within the team. * Identify and evaluate new technologies and tools that can enhance the customer experience. * Lead the development of prototypes and proof-of-concepts to test new ideas and solutions. * **Governance and Standards:** * Establish and maintain customer experience design standards and guidelines. * Ensure compliance with relevant regulations and policies.