Customer Experience Specialist job at VODACOM

Deadline: Expired

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Purpose and Key Responsibilities

Role Purpose:
The Customer Experience Specialist is responsible and empowered to

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

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.