Service Journey Mapping Manager

ADIB Group; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Service Journey Mapping Manager to design and optimize the customer service journey within its CRM framework. The ideal candidate will have at least 10 years of experience in customer experience management, service design, and CRM project delivery. This role requires strong analytical, communication, and collaboration skills to lead initiatives that enhance customer satisfaction and loyalty. Join a forward-thinking team dedicated to continuous improvement and excellence in customer service.

Qualifications

• At least 10 years of experience in customer experience management or service design.
• Experience in delivering CRM projects with workflow process reengineering.
• Detail-oriented mindset with a focus on continuous improvement.

Responsibilities

• Develop end-to-end service journey maps for customer experience.
• Analyze and optimize customer service processes.
• Collaborate with CRM implementation teams to integrate journey maps.

Skills

Journey mapping techniques

CRM functionalities

Customer experience principles

Analytical skills

Communication skills

Collaboration skills

Education

Bachelor’s degree in business administration, marketing or a related field

Advanced degree preferred

Tools

Service journey mapping software

Microsoft Dynamics

Job description

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.
• Re-engineer processes from manual to STP.
• Reduce hand-offs and TAT for processes that cannot be moved to STP.
• Undertake documentation required for change in process.

Customer Experience Optimization

• Utilize journey mapping insights to identify opportunities for streamlining processes, reducing friction points and enhancing overall customer satisfaction.
• Work closely with the CRM implementation team to integrate journey maps into the CRM system, ensuring alignment with workflow automation and data capture requirements.
• Monitor and analyze customer feedback, service metrics and journey analytics to continuously refine and optimize the service journey over time.
• Evaluate new journeys in context to customer experience and ease of banking.
• Provide training and guidance to frontline staff on interpreting and utilizing journey maps deliver exceptional customer service experiences.
• Collaborate with the CRM training team to develop training materials and resources tailored to service journey optimization principles.
• Serve as a subject matter expert on service journey mapping, providing ongoing support and assistance to staff members as needed.

Post-Implementation Support

• Act as a liaison between the CRM team and customer service departments post-implementation, assisting with troubleshooting, issue resolution and process refinement.
• Conduct regular reviews and audits of service journey maps to ensure accuracy, relevance and alignment with evolving customer needs and business objectives.
• Collaborate with the Interaction Specialist and other stakeholders to implement targeted initiatives and improvements based on journey mapping insights.

Specialist Skills / Technical Knowledge Required for this role

• Bachelor’s degree in business administration, marketing or a related field; advanced degree preferred.
• Minimum of 10 years of experience in customer experience management, service design or related roles within the banking or financial services industry.
• Experience in delivering CRM projects, preferably Microsoft Dynamics, with ownership of process reengineering of workflows.
• Proficiency in service journey mapping tools and methodologies such as customer journey mapping software, service blueprinting and process mapping techniques.
• Strong analytical skills with the ability to interpret data, identify trends and make data-driven recommendations for service improvement.
• Excellent communication and collaboration skills with the ability to work effectively across departments and influence stakeholders at all levels of the organization.
• Detail-oriented mindset with a focus on continuous improvement and delivering measurable results in enhancing customer satisfaction and loyalty.

Required Experience

Manager