Customer Experience Consultant & Junior Product Owner at Kaelo

Job Description

• The Customer experience (CX) consultant plays a pivotal role in ensuring Kaelo Health members and clients are satisfied and engaged.  As a product expert, they will be responsible for ongoing evaluation of the customer experience and developing a CX strategy.  
• The Customer experience consultant will be responsible for developing ways to monitor the customer experience to ensure they can measure improvements in customer Satisfaction, loyalty and brand recognition.
• The Customer Experience Consultant is expected to create outstanding experiences to ensure the business is improving conversion rates, fostering loyalty and increasing brand recognition.

KEY OUTCOMES

• Ensure the customer journeys are holistic, seamless, and relevant.
• Analyse & ideate: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
• Direct & develop ideate on and research initial ideas to better define, as well as building a strategy around the customer journeys and touchpoints.
• Validate & document Internal or external prototype customer experiences. Document the customer journey and touchpoints to be either replicated or monitored.
• Analyse, improve and facilitate the creation of customer interactions with a brand or business.
• Discover, engage, deliver exceptional customer experience.
• Review and update member and product documents and communications.
• Product system testing documentation of test results.

SPECIAL REQUIREMENTS

• Passionate about Customer services
• Respectful and patient
• Great communicator
• Effective Facilitator
• Attention to detail (Mandatory)

Qualifications

PERSON DETAILS: WORK EXPERIENCE

• Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
• Project management experience
• Medical Insurance and Gap product knowledge.

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

• Bachelor’s degree in a related field  
• Two years of experience implementing strategies to ensure customers are fully satisfied.
• Experience developing customer journey content.  
• Customer service experience and strong project management and time management skills   
• Excellent presentation and communication skills

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Strict adherence to company philosophy/mission statement/sales goals
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Attention to detail
• Strong project management skills with the ability to supervise multiple projects.
• Good interpersonal skills and communication with all levels of management
• Able to multitask, prioritize, and manage time efficiently.
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead.
• Excellent verbal and written communication skills
• Able to analyse problems and strategize for better solutions.