Customer Journey

JOB SUMMARY

The Customer Journey & Insights Lead drives EPF's mission to deliver seamless and trusted customer experiences. This role leads to the design of customer journeys, manages research and satisfaction programs, and transforms insights into actionable strategies that shape EPF's products, services, and digital transformation.

JOB RESPONSIBILITIES

1.Customer Journey & Experience Insights

• Drive customer journey mapping and analysis across EPF's products and channels, uncovering pain points and opportunities, and partnering with business units to deliver experiences that strengthen accessibility, satisfaction, and trust.

2.Mystery Shopping & CSI

• Drive EPF's Mystery Shopping and CSI programs, delivering robust insights and actionable outcomes that elevate service quality across physical and digital touchpoints.

3.Surveys & Research

• Oversee customer research programs encompassing transactional, p...