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Dyson

Journey Manager - Post Purchase CX

Dyson
Consumer ElectronicsSingapore - St James Power Station HeadquartersFull-time3 days ago
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About the role

AI summarised

The Journey Manager for Post Purchase CX is responsible for designing and optimizing the customer journey after purchase, ensuring a seamless and delightful experience. This role involves mapping current journeys, identifying pain points, and collaborating with cross-functional teams to implement improvements.

Consumer ElectronicsFull-timeCustomer Care Enablement

Key Responsibilities

  • Define and own the post-purchase customer journey strategy, ensuring alignment with business goals and customer needs.
  • Map current state journeys and identify friction points, gaps, and opportunities for improvement.
  • Collaborate with product, engineering, operations, and customer support teams to design and implement journey enhancements.
  • Establish key performance indicators (KPIs) to measure journey effectiveness and customer satisfaction.
  • Analyze customer feedback, data, and behavior to inform journey improvements and prioritize initiatives.
  • Create and maintain journey documentation, including personas, journey maps, and service blueprints.
  • Lead cross-functional workshops to align stakeholders on journey vision and execution plans.
  • Monitor industry trends and best practices in customer experience to drive innovation.
  • Advocate for the customer within the organization, ensuring a customer-centric approach in all post-purchase touchpoints.

Requirements

  • Bachelor's degree in Business, Marketing, or related field.
  • 5+ years of experience in customer experience, journey management, or related role.
  • Proven track record of driving measurable improvements in customer satisfaction and loyalty.
  • Strong analytical skills with experience using data to inform decisions.
  • Excellent stakeholder management and communication skills.
  • Experience with journey mapping tools and methodologies.
  • Ability to work in a fast-paced, cross-functional environment.
  • Customer-centric mindset with a passion for improving customer experiences.
  • Experience in e-commerce or retail industry preferred.
  • Certification in Customer Experience (e.g., CCXP) is a plus.