CX Journey Manager

Own and optimise customer, courier, and B2B journeys across the lifecycle. Map journeys, identify friction points, redesign processes, and collaborate with Product, Operations, and Tech to deliver measurable improvements.

Key Responsibilities

. Map end-to-end customer, courier, and Business users’ journeys using service design frameworks.
. Identify friction points using insights, operational data, and stakeholder interviews.
. Define and track journey KPIs (SLA, NPS, churn, issue frequency).
. Collaborate with Product and Tech on UX and feature improvements.
. Facilitate cross-functional workshops to co-create solutions.
. Develop service blueprints, standards, and CX guidelines.
. Lead journey improvement initiatives and track measurable outcomes.

Required Skills & Experience

. 2–4 years of experience in CX, UX, service design, product, or process improvement.
. Experience in journey mapping and blueprinting tools (Figma, Miro, Whimsical).
. Understanding of Branding principals, CS or Project Management is a plus
. Understanding of digital experience and app-based user behavior.
. Strong stakeholder management and workshop facilitation.
. Ability to translate insights into practical improvements.
. Conflict Management and effective Communication Skill.

Benefits

. Transportation discount and voucher
. Organizational food discount
. Loans
. Learning budget
. Team Building Budget
. Wellness Budget
. Comprehensive health, dental, and vision insurance
. Flexible working hours