Lead, Customer Journey Innovation

Affin Bank Berhad; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading banking institution in Kuala Lumpur is seeking a Lead, Customer Journey Innovation. In this role, you will strategize and enhance customer journeys while leading a team of innovators dedicated to improving customer experiences across all channels. Ideal candidates will have expertise in customer journey design, team leadership, and data analysis.

Qualifications

• Proven experience in developing customer journey strategies.
• Strong team leadership skills and ability to mentor.
• Analytical skills for interpreting customer data and insights.

Responsibilities

• Develop and execute a customer journey strategy.
• Lead and mentor customer journey designers.
• Oversee customer journey mapping and optimization.

Skills

Customer journey strategy development

Team leadership

Cross-functional collaboration

Data analysis

Innovation and experimentation

Job description

Lead, Customer Journey Innovation

Lead, Customer Journey Innovation

Apply locations: Menara Affin, TRX | Time type: Full time | Posted on: Posted Yesterday | Job requisition id: JR102742

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Key Responsibilities:

1. 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.
2. 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 developing customer journey maps, service blueprints, and other design artifacts.
   • Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities.
3. 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 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.
4. 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.
5. 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.
6. 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.
7. Governance and Standards:
   • Establish and maintain customer experience design standards and guidelines.
   • Ensure compliance with relevant regulations and policies.

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