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.