4 Quarters Consultants Limited - We offer comprehensive business, IT & digital marketing services to help businesses reassess & enhance their performance.
We are recruiting to fill the position below:
Job Title: Head of Customer Service Experience Manager (Customer Journey Mapping Manager)
- We are looking for Head of Customer Service Experience Manager (Customer Journey Mapping Manager) with experience in Customer Service Management form the banking industry or Retail industry or any related financial institution and ability to manage multiple Clients.
- Provide a bird's eye view of the entire customer journey.
- Bring teams together to resolve specific customers' hurdles while understanding the core customer journey paths.
- Increase customer conversion rates by minimizing negative customer experiences, through identification of key steps and decision points.
- Improve customer retention, by understanding how they transit through. For example, ensure all the information is available and accessible to all the stakeholders during each stage of a procurement cycle.
- Businesses can zoom-in on a single customer journey in a specific channel.
- Understanding the required metrics to identify customer's progress and fall out points, providing opportunities to bring customers back on board.
- Allow businesses to prioritize actions in their customer experience strategy
- Reveal the gaps between various channels and departments