Team Leader Customer Journey Design & Strategy

PT Bank Mandiri (Persero) Tbk.

  • South Jakarta, Indonesia
    Jl. Jenderal Gatot Subroto Kav. 36-38 Jakarta 12190 Indonesia, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
  • Full time
Posted 2 months ago and deadline of application is on 29 Dec
Recruiter was hiring 14 hours ago

Team Leader Customer Journey Design & Strategy

PT Bank Mandiri (Persero) Tbk.

Job Description

Team Leader Customer Journey Design & Strategy will work as part of team to analyzing customer/ market research, understanding market trend, customer’s behavior, customer’s need, and all aspects related to people/customers to design the customer journey strategy for retail segment. Preferred candidates must posses a strong analytic skill and strategic thinking.

Following are the summary of the job descriptions:

  • Analyzing customer research related to retail/wholesale segment
  • Analyzing market research related to retail/wholesale segment
  • Understanding retail/wholesale customer (need, behavior, trend, changes)
  • Define customer persona for retail/wholesale segment
  • Review existing customer journey for retail/wholesale segment
  • Design customer journey & experience for retail/wholesale segment
  • Keep updating information related to retail/wholesale segment

Minimum Qualifications

  • Minimum S1 (S2 preferred) with a background in Strategic Business Management/ Marketing/ Architecture/ Communication/ City Planning & Organization/ industrial technic
  • Minimum GPA of 3.0 (4.0 scale) from reputable universities
  • Minimum 6 years of work experience in the field of Service Quality/ Market Research/ Relationship Manager/ Branch Manager
  • Fluent in English
  • Team player with strong analytical and communication skill
  • Have the negotiation skill
  • Have passion for servicing
  • Have a strong strategic thinking
  • Familiar with retail business strategy
  • Familiar with Customer Experience Concept/B2B Strategy
  • Avid user of presentation tools such as PowerPoint

‘Good to have’ Qualification

  • Mastering business process modelling tool
  • Mastering Excel
  • Familiar with design tools/ software
  • Training:
    • Customer Experience
    • Design thinking
    • Creative thinking

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Management and Consultancy
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Jl. Jenderal Gatot Subroto Kav. 36-38 Jakarta 12190 Indonesia, South Jakarta, DKI Jakarta, Indonesia
Banking / Mortgage
1 opening

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About PT Bank Mandiri (Persero) Tbk.

Bank Mandiri was established on 2 October 1998, as part of the bank restructuring program of the Government of Indonesia. In July 1999, four state-owned banks - Bank Bumi Daya, Bank Dagang Negara, Bank Exim and Bapindo - were amalgamated into Bank Mandiri. The history of these four banks can be traced back to over 140 years, and together they had contributed to the beginning of the Indonesian banking sector. We are continuously seeking mutually beneficial business opportunities that create synergies, building alliances and strengthening our supporting businesses with and through our subsidiaries, notably Mandiri Sekuritas in investment banking, AXA Mandiri Financial Services in insurance, Bank Syariah Mandiri in Sharia banking, Bank Sinar Harapan Bali in micro banking, and Mandiri Tunas Finance in multi-finance. In 2011, Bank Mandiri acquired Mandiri AXA General Insurance (MAGI), a joint-venture between Bank Mandiri and AXA Societe Anonyme, to strengthen Bank Mandiri's penetration into the general insurance business. With various subsidiaries that support our businesses, we have further strengthened our position as a prominent financial holdings institution in Indonesia.