ads1
Customer Experience Specialist at Vodacom
Role Purpose and Key responisbilities
Role Purpose:
The Customer Experience Specialist is responsible and empowered to
Recommended:
- Convert “As Is” experiences into better “To Be” 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.
- Take 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.
- Be 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.
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
Who you are
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What’s in it for you
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people’s lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Read Also:
Belonging at Vodafone isn’t a concept; it’s lived, breathed, and cultivated through everything we do. You’ll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We’re committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
How to Apply:
To submit your application, please follow the link provided below.
ads2