Customer Experience Analyst x1

Full time Econet Wireless Zimbabwe in Customer Care
  • Post Date : January 19, 2023
  • Apply Before : January 25, 2023
  • View(s) 932
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Job Detail

  • Career Level Others
  • Experience 5 Years
  • Industry Telecommunications
  • Qualifications Bachelor's Degree

Job Description

Job Purpose

  • To provide high-level strategic and operational support to the Chief Customer Experience Officer (CCEO) and providing accurate and insightful information which is central in creating unparalleled customer experience.

Key Responsibilities

  • Provide critical high-level strategic and operational support to the Chief Customer Experience Officer (CCEO) by tracking and helping to prioritize activities that requires the CCEO’s attention on an on-going basis.
  • Support the Chief Customer Experience Officer (CCEO) in creating the customer centric culture necessary for the organization to accomplish its overall objectives, for the customer.
  • Provide ad hoc and routine consolidated reports and presentations on the Customer Experience portfolio.
  • Analyze data on customer trends, behaviors gathered from customer feedback through all customer interactions (calls, multimedia, walk in, self-care channels) and surveys.
  • Define and implement world class data analytics practices to ensure that provision of Customer Experience insights is timely and robust.
  • Collate competitor and customer intelligence data to enable optimization of the broader CX strategy.
  • Develop and coordinate the implementation of the Customer Experience Transformation program.
  • Produce CX impact reports on business performance to enable appropriate decision making.
  • Produce CX forecasts and provides recommendations for improvements to existing CX systems and processes
  • Engages and oversee key stakeholders’ management to facilitate business operations and preserve organizational reputation
  • Develop constructive and cooperative working relationships with the Chief Customer Experience Officer (CCEO), management team and group entities
  • Maintains customer and stakeholder confidence by protecting the office of the CCEO and confidential handling of matters.
  • Coordinates the planning, organizing and management Departmental events in liaison with relevant departments and external contacts.

Qualification, Skills and Experience

  • Degree in Business Studies or equivalent.
  • A relevant vocational qualification will be an added advantage.
  • At least five years working experience in a similar or related environment

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