Customer Journey Management (Intermediate)We are currently looking for a Customer Journey Management. As Customer Journey Management you will be responsible for the customer interaction strategy and roadmap, driving performance across the business to achieve an optimal experience for all customer segments across the business. The incumbent will be responsible for developing and implementing the most appropriate course of action to meet customer needs while adhering to regulatory requirements. In addition, he/she will be required to recommend and implement changes to internal policies and procedures.Developer Responsibilities- Lead and manage Customer Journey teams, working with them to support and enhance our customer journey.- Coach and train team leaders to become a highly successful part of the leadership team- Define and drive the implementation of processes to improve and enhance customer interactions- Define and drive the implementation of a comprehensive retention strategy to increase revenue from existing customers- Identify and implement new opportunities throughout the customer journey to deliver agile, high-performing customer interactions and touch points- Understand key interactions in the customer lifecycle and drive relevant changes- Analyze and improve customer retention and repeat customer behaviors in key segments to inform marketing and business decisions- Drive and evolve CRM strategy, including automation- Collaborate with other business areas, acting as the voice of the customer- Define and drive the strategy for communicating new products and services to the marketplace- Drive and lead the recruitment of the Customer Journey team- Create and implement personal development plans- Manage customer complaintsSKILLS- Experience of atleast 4 years to 7 years of total IT Experience with a minimum of 4 to 5 years in medium to large transformation projects with PEGA CJM (Customer Journey Management)- Experience in PEGA Decisioning is mandatory- Experience in Java Springboot with AWS will be added advantage- Experience handling large data volume in Oracle / Cassandra / Mongo DB- Should have experience in complex design architecture- Should be fluent in English Speaking and Understanding - Mandatory- Should be ready to work from HCL Guadalajara facility atleast two days in a week initially and later might require to work completely from HCL Premise- To have a degree and professional licenseTipo de puesto: Tiempo completoSalario: $200.00 - $450.00 la horaTipo de jornada:- Turno de 8 horas