Customer Journey Owner | Transporte E Logística
4 semanas atrás
Descrição da Função
Estamos à procura de um Customer Journey Manager / Experience Lead para gerir e otimizar jornadas e experiências específicas dos clientes. Esta função será responsável por desenvolver uma visão estratégica, priorizar melhorias e assegurar a implementação de iniciativas que proporcionem uma experiência superior ao cliente, alinhada com os objetivos organizacionais.
Principais Responsabilidades Gestão de Jornadas de Cliente Identificar oportunidades de melhoria em jornadas específicas, como abertura de contas ou processos de pagamento, e desenvolver estratégias para otimizar essas experiências. Definição de Estratégia e Visão Estabelecer a visão e a estratégia para as jornadas atribuídas, alinhando as necessidades dos clientes com os objetivos estratégicos da organização. Gestão de Roadmap e Priorização Criar e gerir o roadmap de iniciativas, priorizando os projetos e melhorias que tragam maior valor aos clientes e ao negócio. Trabalho Colaborativo Colaborar com equipas multifuncionais, como Customer Insights e Customer Experience Design, para desenvolver soluções que melhorem os processos, incluindo o envio e recebimento de pagamentos. Implementação e Monitorização Garantir que as iniciativas são implementadas com sucesso, monitorizando indicadores de desempenho (KPIs) e resultados, e ajustando estratégias conforme necessário. Perfil Desejado Foco no Cliente Capacidade de compreender profundamente as necessidades do cliente e transformar essas perceções em ações concretas e impactantes. Planeamento e Gestão de Projetos Competências comprovadas na liderança de projetos complexos e na gestão de stakeholders para alcançar resultados significativos. Abordagem Estratégica Experiência na definição de estratégias de longo prazo e na priorização de iniciativas com base no valor para o cliente e para o negócio. Colaboração Multifuncional Facilidade em trabalhar com diferentes departamentos e equipas para implementar e monitorizar melhorias nos processos. Habilidades de Comunicação Excelência na comunicação verbal e escrita, com capacidade de transmitir objetivos, progresso e resultados a diversas audiências. Conhecimento de Agilidade Familiaridade com ferramentas e metodologias ágeis para a gestão eficaz de projetos. Se tens experiência em gestão de jornadas de cliente e estás pronto para liderar projetos que agreguem valor real ao negócio e ao cliente, envia-nos a tua candidatura agora
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