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Description

Customer Experience Manager: Mapping, Measuring and Improving Customer Journeys

Managing the experience customers actually live across the entire journey rather than at a single touchpoint

  • 3 days — 21 h
  • In-person or virtual
  • All levels
  • Up to 6 participants

Customer experience rarely breaks down in one single place. It is shaped in the handovers between departments, in the delays that are invisible to the organisation but painful for the customer, and in promises made upstream that operations cannot keep. Each department measures its own performance while no one looks at the journey end to end.

Three days to hold this cross-functional role: mapping real journeys, organising customer listening, prioritising pain points and leading initiatives that extend beyond your own reporting line. The work is based on a journey brought by each participant.

Learning objectives

  • Map a real customer journey with its touchpoints and breakdowns
  • Set up a listening framework combining spontaneous feedback and surveys
  • Identify and rank pain points according to their impact on the customer
  • Design improvement actions involving several departments
  • Measure the effects of an action on the experience customers actually live
  • Engage stakeholders over whom you have no line authority

What makes this programme different

Each participant maps a journey from their own organisation during the programme
Pain points are prioritised from real customer verbatim comments brought by the group
A scoping note for a cross-functional initiative is drafted by the end of the session

Programme

1Positioning the role and its scope

A cross-functional role without direct authority

  • Distinguishing customer experience
  • customer relations and satisfaction
  • Positioning the function in relation to marketing
  • operations and customer service
  • Identifying your stakeholders and your room for manoeuvre
  • Articulating the customer promise made by the organisation

2Mapping customer journeys

Describing what the customer lives rather than what the process prescribes

  • Defining the boundaries of the journey to be studied and its stages
  • Gathering input from teams and from customers
  • Spotting touchpoints
  • breakdowns and the effort imposed on customers
  • Presenting the journey in a format senior management can read
  • Distinguishing the intended journey from the journey actually experienced

3Listening and measuring

Bringing the voice of the customer through without distorting it

  • Combining surveys
  • spontaneous feedback and operational signals
  • Building a short and usable questionnaire
  • Working with verbatim comments beyond the headline score
  • Avoiding the most common collection biases
  • Reporting results back to the teams concerned

4Prioritising and designing improvements

Selecting few initiatives and seeing them through

  • Ranking pain points by frequency and impact
  • Tracing a pain point back to its organisational root cause
  • Designing a solution that can be tested on a small scale
  • Quantifying the effort required and the expected benefit
  • Scoping the initiative and its deliverables

5Bringing the organisation on board

Securing commitment without line authority

  • Building a business case tailored to each department
  • Facilitating a customer journey committee
  • Keeping the customer culture alive in teams far from the customer
  • Tracking commitments made and following up
  • Making progress visible

Who is it for

Customer experience managers · customer relations project managers · quality and marketing managers responsible for improving customer journeys.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.