Retourner à la liste des offres

Customer Journey Management Specialist - H/F

Kinshasa

L'entreprise

Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l'externalisation de la paie (payroll). Nous opérons sur toute l'étendue de l'Afrique Centrale. La Sodeico Manpower est également membre d'un Consortium International qui fournit de l'expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l'Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.

À propos du poste

Role title: Customer Journey Management Specialist

Function: Customer Experience & Campaign

Band/TW: H-TW9

Department: Customer Operations

Reports to: EHOD Customer Experience & Digital

Location: Kinshasa

Role purpose:

 

The Customer Journey Management Specialist is responsible for mapping, improving, and governing end‑to‑end customer journeys, ensuring consistent, simple, and high‑quality experiences across all channels.

The role plays a critical part in IT4C findings implementation (CX & functional), Vodacom Group CX initiatives, service design, and testing of customer journeys and solutions.

 

Key Areas of Responsibility

 

Customer Journey Mapping & Governance

 

  • Map end‑to‑end customer journeys across lifecycle stages
  • Identify moments of truth, pain points, and CX gaps
  • Ensure journey consistency across assisted and digital channels

IT4C Findings Implementation

  • Analyse IT4C CX and functional findings
  • Translate findings into clear improvement actions
  • Coordinate implementation with IT, Digital, Care, and Product teams
  • Track closure and effectiveness of identified gaps

Group CX Initiatives

  • Support implementation of Vodacom Group CX initiatives (e.g. Fashion Police, Fresh Start)
  • Ensure local execution aligns with Group standards and expectations
  • Provide feedback, evidence, and best practices to Group forums

Service Design & Testing

  • Support service design activities, including journey redesign and optimisation
  • Define and execute UAT / CX testing scenarios from a customer perspective
  • Validate solutions before launch to ensure CX compliance

CX Interventions & Continuous Improvement

  • Lead CX root cause analysis on journey failures
  • Propose and monitor CX interventions
  • Support CX Gates assessments with journey evidence

Core competencies, knowledge and experience [max 5]:

·       End‑to‑end journey thinking

·       Strong problem‑solving skills

·       Collaboration and execution discipline

·       Customer empathy and attention to detail

·       Ability to translate insights into action

Must have technical / professional qualifications:

·       Experience in customer journey management, service design, or CX improvement

·       Strong understanding of digital and assisted CX journeys

·       Experience working with IT and technical teams

·       Knowledge of testing, UAT, and CX validation practices

·       Strong documentation and facilitation skills

Key Interfaces

  • CX & Digital teams
  • IT & Technology delivery teams
  • Customer Operations / Care
  • Commercial & Product teams
  • Vodacom Group CX programs

 

Budget owned:

Key Deliverables

  • End‑to‑end customer journey maps
  • IT4C findings implementation plans and tracking
  • Group initiative local execution deliverables
  • CX testing and validation reports
  • Journey improvement and CX intervention plans

Direct reports:

 

 

Dotted reports:

 

 

 

Profil recherché

We invite you to post your detailed CV in French with imperative mention of the job title in the subject of your application « CUSTOMER JOURNEY MANAGEMENT SPECIALIST». Please, you may directly apply on our website www.sodeico.org  (fill in the form and submit your resume) in Word format (any other format will not be accepted) before  june 22, 2026.

- Unemployed postulants are requested to bring a jobseeker card issued by the ONEM.

- Only successful candidates will be called.

-  Female application are strongly encouraged!

Éléments nécessaires pour postuler

Document(s)

Curriculum Vitæ

Caractéristiques du poste

ℹ️ Infos de l'offre

Publiée le 08/06/2026
CDITemps pleinExperience souhaitéePermis non obligatoireBac +5

💰 Salaire

À définir suivant profil

📅 Prise de poste

Dès que possible

🎯 Avantages

....