Customer Journey Lead

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

This role will ensure that:

• Our existing journey maps remain accurate, credible, and decision ready.
• Customer and employee insights are consistently integrated into journey work.
• Improvement actions do not lose momentum and their impact is visible.
• Strategic journey initiatives progress more smoothly due to reduced bottlenecks.
  
  

Purpose of the Role

To provide dedicated support in two core areas:

• Integrating Customer Experience insights used for customer journey mapping.
• Maintaining accurate, up-to-date customer journey maps and supporting follow-through on improvement initiatives.
  
  

Responsibilities

Customer Journey Mapping: Lead the application of customer journey mapping, voice of the customer inputs, and qualitative touchpoint analysis to identify customer pain points, friction, and opportunities Design, map, document, and maintain customer experience and operational journey blueprints that reflect the current state and inform future state design Ensure journey maps are accurate, insight-led, and decision-ready. Maintain and update As-Is customer journey maps for priority journeys, ensuring ongoing accuracy and relevance Ensure journey maps reflect current processes, touchpoints, channels, and real customer experiences Enhance and refine insight layers, including customer emotions, pain points, and moments of truth Prepare and tailor journey maps for workshops, journey deep-dives, and cross-functional working sessions Collaborate with stakeholders across functions to validate updates and prevent the use of outdated artefacts, including journey maps, insight reports, proposals, and opportunity documentation

Business Requirements Identification: Gather and document business and customer requirements using interviews, workshops, document analysis, and process reviews Translate requirements into clear customer and user needs to support journey improvements and solution design

Customer Needs/Experience Research: Lead and execute customer research activities by collecting and analysing qualitative and quantitative customer data Develop a deep understanding of customer segments, needs, expectations, and experience drivers Use customer insights and frontline knowledge to inform improvements and drive consistent customer experiences

Insights and Reporting: Analyse Voice of the Customer insights, including verbatims, complaints, and call recordings, to identify recurring friction points and experience gaps Synthesise qualitative findings into concise, actionable insights that inform Customer Experience initiatives Develop practical case studies that clearly illustrate real customer experiences and moments of friction Validate identified pain points through targeted feedback discussions with frontline teams Embed validated insights into customer journey maps to ensure they remain accurate, credible, and insight-led

Business Process/Model Rethink: Analyse existing customer-facing processes to identify improvement opportunities Apply prescribed methodologies to redesign processes and practices that improve customer outcomes and operational effectiveness Client & Customer Management (Internal): Act as a trusted business partner to internal stakeholders across business and operations Build strong working relationships, manage expectations, and support alignment on customer journey priorities

Customer Experiences Implementation: Coordinate cross-functional stakeholders to support the implementation of prioritised customer experience initiatives Balance customer experience improvements with business growth, cost, and operational considerations Internal

Client Relationship Management: Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.

Project Benefit Realisation: Track and evaluate customer and business benefits linked to journey improvements Identify actions required to maximise value and ensure benefits are realised and visible

Performance Management: Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.

Work Scheduling and Allocation: Assign short-term work schedules to relevant stakeholders in order to achieve expectations while following established timelines.

Operational Compliance: Maintain a central journey register capturing journey ownership, update cycles, and version control Apply and enforce consistent journey mapping templates, standards, and conventions across all journeys Manage journey artefacts to ensure they are organised, accessible, and maintained as a single source of truth Maintain a customer experience opportunity and action log linked to each journey Proactively follow up with action owners to track progress, surface blockers, and capture evidenced impact Provide structured, periodic updates to leadership highlighting progress, risks, and emerging journey themes

Education

Grade 12/ SAQA Accredited Equivalent (Essential); Research Degree / Diploma (Essential); Project Management qualification (Advantageous)

Experience

5 or more years' work experience in a Customer Experience role (Essential); 2 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential); Working understanding of TIH brands and ways of work (Essential); Project Management Experience (Advantageous)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.