Summary
Date Posted: Wednesday, April 27, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
The bank is on a Customer Experience Transformation with an aim of clearly defining end to-end customer journeys that improve interactions with our customers. To achieve this, the role-holder will drive the mapping of key Customer Journeys in the bank in a bid to deliver exceptional customer experience and clearly define what existing and potential new-to-bank customers need to either take up a solution with us or join the bank. The bank’s goal is to elevate customer connections and deliver seamless experiences by providing positive ‘moments of truth’.

They key activities to be undertaken are:
• Identify the key Customer Journeys which will drive the highest impact for the bank in elevating customer experience.
• Map out these Customer Journeys, to provide a CX perspective to the customer engagement process, noting the experience the bank wants to provide the customer and the experience the customer wants to receive.
• Identify key customer needs that need to be met from the mapped customer journeys.
• Articulate the gaps coming out between the actual customer experience and the desired state.
• Transform these Customer Journeys by delivering customer-centric designs incorporating systems thinking, customer experience/customer research, and service design, operating model review, commercial analysis, and market knowledge.
• Outline the key areas of action to enable the bank maximize benefits (including efficiencies), and co-o

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
To apply follow this link https://absa.wd3.myworkdayjobs.com/en-US/ABSAcareersite/job/Customer-Experience-Designer_R-15931475-1 


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