Customer Journey Assistant Manager

About the role

The Customer Journey Assistant Manager will lead the planning, design and continuous optimisation of end‑to‑end customer journeys across sales and fulfilment channels. Reporting to senior leadership, the role ensures that every touch‑point delivers a seamless, customer‑centric experience aligned with stc’s business strategy.

Key responsibilities

• Develop and maintain strategic journey roadmaps for sales and fulfilment phases.
• Design, evaluate and refine end‑to‑end journeys for business customers, ensuring alignment with customer‑experience standards.
• Collaborate with journey owners to build integrated frameworks and an enterprise‑level journey library.
• Define journey‑related KPIs, apply analytics, and generate actionable insights for performance improvement.
• Oversee policy documentation and ensure journey designs adapt to evolving business needs.
• Drive cross‑functional initiatives to implement enhancements and innovations within the journey framework.

Required profile

• Minimum 5 years of experience in customer experience, journey design or related disciplines, preferably within the telecommunications sector.
• Bachelor’s degree in Business Administration, Marketing or a related field.
• Strong analytical mindset with proven project‑management and organisational capabilities.

Required skills

• Agile Methodology