Trending Jobs: Sheer Logic Job Vacancy : Senior Manager

Monday, 16 July 2018

Identify the key Customer Journeys which will drive the highest impact for the bank in elevating customer experience.
Map out these Customer Journeys, ensuring to provide an outsider 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-ordinate resolution of these, working with the business process re-engineering team and other business stakeholders, to deliver best-in-class customer journeys.
Conduct analyses required and problem solve with the team on specific delivery, design and strategic issues.
Drive rapid delivery for higher impact throughout the process.
Provide subject matter expertise on the industry, products, distribution, and innovation trends.

Masters / Bachelor’s degree or equivalent in a related field
Relevant design certification or experience
In-depth knowledge of design and customer journey mapping.
Up-to-date knowledge on international activity and best practices in design and customer journey mapping.
Working knowledge of competitor and market activity in Kenya.
Good understanding of banking products and services, and customer expectations in the Kenyan market
Good working knowledge of Risk and Credit policies and procedures.
Good understanding of group structure and interfaces with other functions.