16 January 2022
Citizen Journey Analyst - Digital Egypt for Investment
Job Purpose
  • Citizen journey analyst is responsible for helping our organization to model products and/or services through citizen’ eyes to increase citizen satisfaction while monitor citizen digital experience performance and identify opportunities for improvement.
Job Accountabilities
  • •Analyzes all steps and aspects of citizen digital interactions journey to insure journey orchestration.
    •Combines data about multiple digital channels with information about the impact on citizen satisfaction, loyalty and business economics.
    •Connects performance metrics previously held by separate entities to illuminate how the citizen experiences a digital service from start to finish.
    •Illuminates where there is waste in the digital journey (waste of citizens’ time/ waste of service providers’ resources) especially across distribution digital channels, revealing opportunities to reduce the cost of serving citizens while also improving the overall digital experience.
    •Understand citizens’ goals and what leaves them satisfied or frustrated.
    •Identify gaps between what we think it is digitally delivered and what a citizen actually needs.
    •Gain insights into which sequence of events leads a citizen to a positive result or an unsatisfactory one.
    •Reduce citizens’ complaints and turnover rates and define successful digital performance.
    •Increase performance first by doing well what citizens’ value most and then by linking each step of the experience in order to make it feel seamless and easy to navigate
Education
  • •Bachelor’s Degree in computer science, Information Systems, Business, or related field.
    •Certificates in Digital Business.
Required Experience

  • •10+ years of proven experience as a digital channel serving customers or citizens.
    •Hands-on experience with designing digital channels experiences.
    •Understanding of IT solutions strategies.
    •Knowledge of digital journeys mapping and modeling techniques
    •Knowledge of tools like ARIS, Visio, MS Power Point.
Required Skills
  • •Excellent Arabic and English written and verbal communication skills for coordinating across teams.
    •Attending to details.
    •Strong creative and visualization skills.
    •Leadership skills as well as the ability to work well within a team of other professionals 
    •The ability to deliver under pressure and to tight deadlines.
    •An analytical mind with excellent problem-solving and mathematical ability
    •Organizational, project management and planning skills, including the •ability to juggle multiple tasks.
Location
  • Smart Village
Send us an email.