Service Journey Mapping Manager

ADIB - Abu Dhabi Islamic Bank


Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time


Role: Service Journey Mapping Manager

Location: Abu Dhabi

Role Purpose:
  • The Service Journey Mapping Manager will play a critical role in designing and optimizing the customer service journey within the CRM framework.
  • This role requires a deep understanding of customer experience principles, journey mapping techniques, and CRM functionalities.
  • The ideal candidate will have a proven track record in analyzing and improving customer service processes to enhance satisfaction and loyalty.


Key Accountabilities of the role:

Service Journey Mapping:
  • Lead the development of end-to-end service journey maps to visualize and analyze the customer experience across various touchpoints.
  • Collaborate with cross-functional teams to gather insights and feedback on current service processes, challenges, and opportunities for improvement.
  • Identify key customer interactions and pain points throughout the service journey, mapping out potential solutions and enhancements.
  • Re-engineer processes from manual to STP
  • Reduce hand-offs and TAT for process that cannot be moved to STP
  • Undertake documentation required for change in process


Customer Experience Optimization:
  • Utilize journey mapping insights to identify opportunities for streamlining processes, reducing friction points, and enhancing overall customer satisfaction.
  • Work closely with the CRM implementation team to integrate journey maps into the CRM system, ensuring alignment with workflow automation and data capture requirements.
  • Monitor and analyze customer feedback, service metrics, and journey analytics to continuously refine and optimize the service journey over time.
  • Evaluate new journeys in context to customer experience and ease of banking
  • Training and Enablement:
  • Provide training and guidance to frontline staff on interpreting and utilizing journey maps to deliver exceptional customer service experiences.
  • Collaborate with the CRM training team to develop training materials and resources tailored to service journey optimization principles.
  • Serve as a subject matter expert on service journey mapping, providing ongoing support and assistance to staff members as needed.


Post-Implementation Support:
  • Act as a liaison between the CRM team and customer service departments post-implementation, assisting with troubleshooting, issue resolution, and process refinement.
  • Conduct regular reviews and audits of service journey maps to ensure accuracy, relevance, and alignment with evolving customer needs and business objectives.
  • Collaborate with the Interaction Specialist and other stakeholders to implement targeted initiatives and improvements based on journey mapping insights.


Specialist Skills / Technical Knowledge Required for this role:
  • Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
  • Minimum of 10+ years of experience in customer experience management, service design, or related roles within the banking or financial services industry.
  • Experience in delivering CRM project, preferably Microsoft Dynamics, with ownership of process reengineering of workflows
  • Proficiency in service journey mapping tools and methodologies, such as customer journey mapping software, service blueprinting, and process mapping techniques.
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations for service improvement.
  • Excellent communication and collaboration skills, with the ability to work effectively across departments and influence stakeholders at all levels of the organization.
  • Detail-oriented mindset with a focus on continuous improvement and delivering measurable results in enhancing customer satisfaction and loyalty.

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