Objectives of this role

The Customer Journey and Operations Manager will be responsible for optimizing the customer journey and enhancing operational efficiency to deliver a seamless and exceptional customer experience. This role will involve understanding the end-to-end customer journey, identifying pain points, streamlining processes, and implementing strategies to drive customer satisfaction, retention, and business growth.

 

Responsibilities

Design E2E journey optimized for digital products including, purchase, UW, New business, policy issuance and payment. Analyze the entire customer journey across various touchpoints, including pre-sales, onboarding, support, and post-sales interactions. Identify gaps, pain points, and areas of improvement in the customer journey and develop strategies to enhance the overall customer experience. Collaborate with cross-functional teams, including sales, marketing, product, and support, to ensure a consistent and seamless customer experience throughout the entire journey. Streamline operational processes and identify opportunities for automation and efficiency improvements. Implement and optimize customer success metrics and measurements to track the effectiveness of the customer journey and identify areas for improvement. Develop and maintain standard operating procedures (SOPs) to ensure consistency and efficiency across customer touchpoints. Conduct regular analysis of customer feedback, surveys, and data to gain insights into customer needs, preferences, and pain points. Collaborate with the product team and operations to provide input and recommendations based on customer insights to drive product improvements and enhancements. Drive customer-centric initiatives, such as onboarding programs, educational resources, and self-service solutions, to enhance the customer experience. Monitor and analyze customer support metrics and KPIs to ensure timely and satisfactory issue resolution. Stay up to date with industry trends and best practices in customer journey mapping, customer experience management, and operations management. Bachelor's degree in business, marketing, or a related field. A master's degree is a plus. Proven experience in customer experience management, operations management, or a related role. Strong understanding of customer journey mapping methodologies and practices. Excellent analytical and problem-solving skills, with the ability to identify customer pain points and develop effective solutions. Strong project management skills, with the ability to prioritize and execute multiple initiatives simultaneously. Exceptional communication and collaboration skills, with the ability to work effectively with cross-functional teams. Experience in implementing customer success metrics and measuring customer satisfaction. Proficiency in customer experience management tools and technology. Detail-oriented with a focus on continuous improvement and operational excellence. Strong data analysis skills and ability to derive actionable insights from customer feedback and data.