Customer Journey Lead

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

• Our existing journey maps remain accurate, credible, and decision ready.
• Customer and employee insights are consistently integrated into journey work.
• Improvement actions do not lose momentum and their impact is visible.
• Strategic journey initiatives progress more smoothly due to reduced bottlenecks.

Purpose of the Role

• Integrating Customer Experience insights used for customer journey mapping.
• Maintaining accurate, up-to-date customer journey maps and supporting follow-through on improvement initiatives.

Responsibilities

Customer Journey Mapping

Lead the application of customer journey mapping, voice of the customer inputs, and qualitative touchpoint analysis to identify customer pain points...