Customer Journey Mapping Specialist Here at Three, we've done things differently since day one We're a big-hearted energetic bunch, striving for a better-connected life.
The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive.
Magic happens when we power the connections that millions value, and you can feel it.
When these things combine, phenomenal things happen.
We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment.
We want you to become the best version of yourself.
Join us, as a Customer Journey Mapping Specialist The Customer Journey Mapping Specialist will be a proactive and self- motivated person who has a passion for driving stellar customer experience across all channels and touchpoints.
By evaluating and visualizing our customer's interactions you will enable us to understand how the customer feels and thinks about our brand.
This will also allow us identify pain points and highlight opportunities for improving their overall experience.
This role requires a deep understanding of customer behaviour & empathy and translating them into insights that are relevant to business stakeholders to action.
Excellent analytical skills and effective communication to senior management is key.
What else it involves Strategy support: Support the customer experience strategy for the Consumer and B2 B organisation Stakeholder Collaboration: Work closely with all departments across the organisation to align on mapping goals and KPI's to measure success.
Customer Journey Mapping: Map the end to end 'As is' journey & workshop the 'To be' state, creating detailed maps of customer journeys to illustrate the customer's experience across various channels and touchpoints.
Data Analysis: Interpret quantitative and qualitative data from customer interactions, survey feedback & market research to identify trends and insights prior to the mapping exercise.
Journey Improvement: Identify and document areas of friction or dissatisfaction within the customer journey and make recommendations to the business.
Continuously check in with stakeholders to ensure recommendations are being actioned & measured against KPI's.
Reporting & Presentation: Utilize Miro to visualise customer journey maps to stakeholders, highlighting key findings and recommendations.
Continuous Improvement: Stay updated on industry trends and best practices in customer experience and journey mapping, and continuously improve mapping methodologies.
Inform business choices: Engage with assigned journey owners/cx ambassadors to review customer experience metrics and to understand any business changes/projects on a quarterly basis, ensuring the data is understood and used in making choices.
The skills we're looking for Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
Excellent communication and presentation skills.
Proficiency in journey mapping tools (e.g., Miro, Microsoft Visio, Lucidchart, Canva).
Ability to work collaboratively with cross-functional teams.
Strong empathy and understanding of customer perspectives.
Strong communication to senior leadership Personal Attributes: Attention to detail, strategic thinking, creativity, and a customer-centric mindset.
Desirable, not essential Experience in industries with a strong focus on customer experience, such as Telco, retail, hospitality, or technology.
Familiarity with customer feedback tools (e.g.
Medallia, Qualtrics).
Experience working across Agile Squads in Tribes.
Proven experience in customer journey mapping, customer experience, design thinking, user experience design or process improvement.
Qualifications Education: Bachelor's degree in Marketing, Business, Behavioral Science or a related field.
Benefits of Working at Three Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Head Office in Dublin (3 days per week office based) Competitive salary, annual performance bonus & pension contribution 25 days holidays plus 2.5 company days Annual Leave buy or sell (buy or sell up to 5 days AL each year) Healthcare Insurance through our flexible benefits programme Life assurance, phone & laptop, subsidized canteen Access to learning & development tools such as Coursera Free on-site parking There's a lot more to us than meets the eye.
You may think you know us, but we're full of surprises.
Intrigued? Join us and Be Phenomenal.
Apply now at: #Jobs At Three, we are committed to equity, diversity and inclusion.
As Ireland's largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this.
We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves.
If you do not 'tick every box' in this job description, you likely have other valuable skills that would make you a great fit for one of our teams.
If you feel this role is for you, then please apply If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email Apply now at Three, a Phenomenal career awaits