Customer Journey Mapping Specialist

Customer Journey Mapping Specialist

Here at Three, we’ve done things differently since day one.

We take the script and rip it up, 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 supercharged 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 analysing 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 B2B organisation
• Stakeholder Collaboration: Work closely with all departments across the organisation to align on mapping targets 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: Analyse 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 improtant planning.

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 stakeholders
• 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).

Qualifications;

• Education: Bachelor's degree in Marketing, Business, Behavioral Science or a related field.
• Experience: Proven experience in customer journey mapping, customer experience, design thinking, user experience design or process improvement.

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role.
• 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.
• 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.#Jobs - Apply now at: https://www.three.ie/careers

At Three, we are committed to 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 recruitment.support@three.ie Apply now at Three, a Phenomenal career awaits!

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (2/3 days per week office based). Please see job description for the office location of this role
•  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 LinkedIn Learning
•  Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers

Three Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.

 We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!

 If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ie