Customer Journey Assistant Manager

Role Overview

Customer Journey Assistant Manager at stc, reporting to the Customer Experience function.

Role Purpose

Lead the planning, design, and optimization of customer journeys across sales and fulfillment channels to enhance the overall customer experience. Oversee journey roadmaps, evaluate process effectiveness, and implement journey innovations in alignment with business strategies, ensuring all duties are carried out in accordance with stipulated business policies and procedures.

Key Responsibilities

Strategy & Design

• Lead the development of strategic customer journey experiences for sales and fulfillment phases.
• Oversee the creation and ongoing enhancement of journey design roadmaps aligned with strategic business objectives.
• Design, evaluate, and continuously refine end-to-end sales and fulfillment journeys for business customers.
• Support the experience-related design of sales initiatives raised by business units, ensuring consistency with journey design principles.

Framework & Governance

• Collaborate with relevant journey owners to build integrated frameworks and maintain an enterprise-level journey library.
• Manage the policy framework and documentation related to journey design, ensuring alignment with evolving business needs.
• Maintain and update all journey-related processes and documentation.
• Assess and approve major sales processes to ensure alignment with customer-centric experience standards.

Performance & Optimization

• Conduct journey performance evaluations and identify optimization opportunities across touchpoints.
• Define journey-related KPIs and apply analytics to measure experience quality and operational efficiency.
• Define and monitor KPIs for journey performance and propose actionable insights.
• Drive cross-functional initiatives to implement enhancements and innovation within the journey framework.

Qualifications & Experience

• Minimum 5 years of experience in a related discipline.
• Prior experience in customer experience or journey design within the telecommunications industry is preferred.
• Bachelor degree in Business Administration or Marketing.

Skills & Competencies

• Knowledge of customer journey marketing strategies.
• Strong analytical and problem-solving skills.
• Excellent project management and organizational skills.

Additional Information

• Job Band: Sr. Professional.
• Relevant certifications in project management or digital marketing are recommended.
• Certification in customer experience (CX) design is recommended.
• Agile methodology certification is recommended.