Customer Experience Analyst x1
Full time Econet Wireless Zimbabwe posted 2 weeks ago in Customer Care Shortlist Email JobJob Detail
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Career Level Others
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Experience 5 Years
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Industry Telecommunications
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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