Descriptions
Key Responsibilities:
- Gain an understanding of customer requirements through
- The review of As-Is Experiences within the assigned product/service/channel portfolio
- Quantitative and qualitative insights on existing products/services/ channel
- Proactive participation in the Go To Market (GTM) process
- Design and implement
- Improved To-Be experiences which are not limited to existing but are also applicable to new products/services/channels
- Appropriate experience KPI measurements for a particular product/service/channel
appropriate toolkits/processes for the frontline support. - Build effective professional relationships with business partners across CBU, VBU, MPESA and Channels.
- Managing expectations and priorities whilst maintaining delivery commitments towards experience reviews, improvements and continuous monitoring.
Qualification, Core competencies, Knowledge and Experience:
- Degree in Business Administration or any other related field.
- 2 years of experience in Customer Experience or Business Analysis or Programme Management
- Strong Analytical skills – 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.
- Process-Oriented – solid understanding of key cross-functional processes touching customers; able to spot optimization opportunities
- Commercially astute – 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
- Stakeholder management – Ability to work and influence cross functional and external stakeholders for development and delivery of results towards an ‘ideal Customer Experience Journey’; 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 How to Apply:
To submit your application, please follow the link provided below.
