Role Purpose and Key Responsibilities<\/p>\n
Role Purpose:
\nThe Customer Experience Specialist is responsible and empowered to<\/p>\n
Convert \u201cAs Is\u201d experiences into better \u201cTo Be\u201d experiences, whilst ensuring the company acts and deploys appropriate actions in all stages to improve the overall customer experience and levels of customer loyalty across assigned touch points\/channels as well as its products and services.
\nTake accountability for objectively designing and measuring the customer experience delivered by all the touch points that include but not limited to contact centre and retail.
\nBe an active participant in the GTM (Go To Market) process, acting as the customer advocate, by proposing and following through that the best experience of our products and services are delivered and the necessary toolkits are in place to support Customer Service Representatives in delivering an exceptional customer service.<\/p>\n
Key Responsibilities:<\/p>\n
Gain an understanding of customer requirements through
\nThe review of As-Is Experiences within the assigned product\/service\/channel portfolio
\nQuantitative and qualitative insights on existing products\/services\/ channel
\nProactive participation in the Go To Market (GTM) process
\nDesign and implement
\nImproved To-Be experiences which are not limited to existing but are also applicable to new products\/services\/channels
\nAppropriate experience KPI measurements for a particular product\/service\/channel
\nappropriate toolkits\/processes for the frontline support.
\nBuild effective professional relationships with business partners across CBU, VBU, MPESA and Channels.
\nManaging expectations and priorities whilst maintaining delivery commitments towards experience reviews, improvements and continuous monitoring.<\/p>\n
Qualification, Core competencies, Knowledge and Experience:<\/p>\n
Degree in Business Administration or any other related field.
\n2 years of experience in Customer Experience or Business Analysis or Programme Management
\nStrong Analytical skills \u2013 able to assess data, reports, insights and existing processes, identify negative experience root causes or paint points; recommend \/develop creative and innovative customer centric solutions with an international context.
\nProcess-Oriented \u2013 solid understanding of key cross-functional processes touching customers; able to spot optimization opportunities
\nCommercially astute \u2013 solid understanding of the market, competitor, & customer; Knowledge of Vodacom products and services and their value to customers as well as what competitors are offering in comparison
\nStakeholder management \u2013 Ability to work and influence cross functional and external stakeholders for development and delivery of results towards an \u2018ideal Customer Experience Journey\u2019; Ability to connect the dots and extract value from the information by engaging in successful dialogues; Act as a customer champion even when it is unpopular<\/p>\n
Sharing is Caring! Click on the Icons Below and Share<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"https:\/\/jobs.vodafone.com\/careers\/job\/563018693552503?domain=vodafone.com&hl=en","_company_name":"Vodacom","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-categories":[],"job-types":[12],"class_list":{"0":"post-2612","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-tanzania","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-listings\/2612","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/media?parent=2612"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job_listing_region?post=2612"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-categories?post=2612"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-types?post=2612"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}