Client - Major Financial Firm
Role - Customer Journey Mapping Analyst
Rate - $59.26/HR on W2 (OT past 40 hours = $88.89/HR)
Duration - 12 Months (possible extension)
Location - Atlanta, GA
Own and create customer journey maps for the assigned journeys
Research and Prep
• Analyze existing VOC research, segmentation or persona profile, channel-specific research, process flows, social media feedback, consumer affairs complaint data, branding and other material which will help inform customer journey owner.
• Routinely gather appropriate core team members regarding assigned journey.
• Draft/Strawman journeys (major steps, sub-steps and actions) for the journey to be used in the journey mapping discussions
Lead Customer Journey Mapping Workshop(s): Employee View of the Customer Journey
Lead internal employee workshop with the objective of building out the company perspective of what they believe the customer journey looks like. The workshop will focus on the development of a/several customer journey map. The workshop will start with a short overview of journey mapping and other relevant elements for the engagement for all participants. Included in the development of the customer journey are the following attributes:
• High-level journey steps, sub-steps and customer actions
• Customer objectives and expectations
• Customer Touchpoints
• Duration of sub-steps
• Customer thoughts, emotions and attitudes
• High impact moments of truth
• Customer Pain points and satisfiers
This includes: • Sending out invitations and ensuring an appropriate and agreed upon mix of client representatives are available to attend the workshop.
• Ensuring Client participants are present for the duration of the entire workshop and refrain from checking messages or stepping out/leaving virtual workshop for other meetings except during specified breaks.
Creation of Final Customer Journey Maps • Customer Journey Mapping Analyst will create a final customer journey map using the input from the internal workshop.
• Ownership and coordination with all functions to ensure that pain points are quantified and solutions are developed. •
Last updated on Jul 16, 2018