Customer journey transformation lead
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Description
Our client, a leading multinational telecom Group based in South Africa, is looking for a Customer Journey Project lead.
The position will require relevant experience around process and customer journey mapping and redesign. The role will be that of a project lead to coordinate initiatives across teams and countries.
The following activities will be required:
The position will require relevant experience around process and customer journey mapping and redesign. The role will be that of a project lead to coordinate initiatives across teams and countries.
The following activities will be required:
- Define the overall action plan to rollout the agreed customer journey improvements
- Setup the right governance and resources to deliver the required activities
- Coordinate the rollout of activities, develop contingent plans and overall project risk management
- Report to project sponsors and key stake-holders
- Supervise and provide feedback on current customer journey mapping and proposed re-design
- Ensure business alignment and technical alignment against proposed action plans
Professional background
- Strong project management experience across multiple countries
- Relevant experience in telecom customer journeys, specifically in pre-paid markets
- Good knowledge of process mapping and re-design
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