Manager, Customer Journey Design

3 days ago

Menara Affin TRX, Malaysia AFFIN BANK Full time 120,000 - 180,000 per year
Create your future with Affin ​​You too can make a difference.

Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry – you can make a difference too.

Key Responsibilities:

  • 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.
  • 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 the development of customer journey maps, service blueprints, and other design artifacts.
    • Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities.
  • 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 identified 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.
  • 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.
  • 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.
  • 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.
  • Governance and Standards:
    • Establish and maintain customer experience design standards and guidelines.
    • Ensure compliance with relevant regulations and policies.

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