Company Overview:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.
Amman, JO
CX Customer Journey Owner
Purpose of the Job
The Customer Journey Owner is responsible for mapping, designing, developing, and enhancing multiple customer journeys, whether B2B, B2C, or B2B2C, across online, offline, and omni-channel platforms. Reporting directly to the CX Manager, the ideal candidate will possess a solid background in Customer Experience (CX) and a proven track record of driving organizational change. They must demonstrate perseverance, attention to detail, and project management skills, with a strong focus on linking improvements to outcomes, tangible results, cost reduction, and defect reduction. A background in marketing or operations is essential, and experience in UX/UI design is highly desirable but optional.
Job Description
1. Journey Mapping and Design:
- Develop and maintain comprehensive customer journey maps across various channels and touchpoints.
- Identify pain points and opportunities for improvement in existing customer journeys.
- Collaborate with stakeholders to design seamless and effective customer journeys that enhance the overall customer experience.
2. Customer Experience Enhancement:
- Implement strategies to improve customer satisfaction and loyalty by optimizing customer journeys thorugh continous improvement methodologies
- Utilize customer feedback, data analytics, and industry best practices to drive continuous improvement.
- Link CX improvements to business outcomes such as increased revenue, cost reduction, and defect reduction.
3. Project Management:
- Assist in leading and managing CX projects from inception to completion, ensuring timely delivery and adherence to budget.
- Coordinate with cross-functional teams, including marketing, operations, IT, and sales, to execute CX initiatives.
- Monitor project progress, identify risks, and implement mitigation strategies as needed.
4. Stakeholder Collaboration:
- Work closely with the CX Manager and other senior leaders to align CX initiatives with business goals.
- Communicate effectively with stakeholders at all levels to gain buy-in and support for CX projects.
- Provide regular updates on project status, achievements, and areas for improvement.
5. Highly Desirable UX/UI:
- Collaborate with UX/UI designers to ensure customer journeys are visually appealing and user-friendly.
- Incorporate UX/UI best practices into journey design to enhance the overall customer experience.
- Test and validate journey enhancements through user testing and feedback loops.
Job Responsibilities - Experience and Education
- Bachelor's degree in Marketing, Operations, Business Administration, or a related field.
- 3-5 years of experience in the same field
- Experience in Customer Experience (CX) roles, with a track record of driving organizational change.
- Strong project management skills, with the ability to manage multiple projects simultaneously.
- Excellent attention to detail and perseverance in overcoming challenges.
- Proficiency in process mapping and journey mapping tools and techniques.
- Strong analytical skills with the ability to link improvements to business outcomes.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
Leadership Behaviors
Skills