- Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
- Analyse potential benefits of such initiatives, e.g. revenue lifts or cost savings or reduced attrition.
- Understand business issues and customer pain points and translate to episodes which can be prioritized for re-design.
- Ability to utilize digital platforms or digitization to lift customer experience.
- Understand the implications and impact of regulatory/ compliance framework, technology platforms, market eco systems etc on the initiatives.
- Customer journey maps, experience maps and service blue prints as tools for redesigning episodes to get an end-to-end, holistic and multi-parties view.
- Ability to work around hurdles and obstacles
- Manage and involve different stakeholders to deliver the outcome
- Monitoring of project deadlines and schedules
- Understands the components of running a successful project
- User launch plans : e.g. training
- Customer communication plan
- PR plan for public launches of new services
- Monitor user inputs and feedback. Refine and modify journey
- Ability to influence stakeholders and work with different teams