Customer Experience Specialist (Northern Suburbs (Cape) at PEP

Description

• This insight-led role partners closely with our contact centre and internal brands to deliver data-driven visibility into customer demand, service performance, automation effectiveness, and workforce trends.

Requirements

• Develop, maintain, and distribute performance dashboards and insight reports across voice, digital, social, and BOT channels.
• Analyse customer interaction data to identify trends, risks, opportunities, and demand drivers.
• Translate performance data into clear, business-focused insights to support informed decision-making.
• Identify opportunities to improve BOT flows, customer journeys, and agent handovers.
• Coordinate with digital, automation, and system teams to prioritise BOT and self-service improvements.
• Partner with Workforce Management to analyse volume trends, seasonality, and demand drivers.
• Support forecasting accuracy and operational readiness through data-driven inputs.
• Act as the central point of contact between Customer Experience, IT, Product, Digital, and brand stakeholders.
• Support project planning activities, including requirements gathering, impact assessments, timelines, dependencies, and risk tracking.
• Ensure customer service, reporting, BOT, and WFM requirements are clearly represented in system-related initiatives.
• Act as an insight and coordination partner to PAXI, E-commerce, Sales, Store Operations, and Social Media teams.
• Maintain data integrity, reporting standards, and KPI definitions.

Required Knowledge, Skills and Competencies

• Diploma or Degree in Business Management, Analytics, Operations, or a related field
• Minimum 5 years of experience as a Team Manager in a contact centre/ customer experience
• Exposure to system integrations, digital platforms, or automation projects is advantageous
• Proven experience in data analysis and insight storytelling
• Ability to work on cross-functional project coordination
• Experience in stakeholder engagement and influence
• Strong organisational and documentation skills
• Attention to detail and delivery focus
• Ability to manage multiple priorities concurrently
• Competencies required: Dutifulness, Performing under Pressure, PlanningAdaptability, Creating Support
• Listening Skills, Service Oriented, Willingness to change

Closing date: Monday, 16 February 2026