Customer Journey Analyst at MultiChoice

Purpose of the Position:

• To design and improve experiences for our customers through a cycle of innovation & continuous improvement initiatives
• Ongoing participation and delivery of CX actions on MAH priority PMO projects to ensure readiness and improved customer experience (e.g. blueprint compliance, journey definition, CSAT survey requirements, review of messaging and processes, etc.)
• Support on Wakanda & Vibranium by validating and localizing personas and customer journeys across the MAH markets

Key Performance Objectives
Tasks
Innovation & Continuous Improvement

• Weekly engagement with Corporate, Regional and Country stakeholders to keep track of market initiatives – identify opportunities to align market initiatives and scale across the continent
• Conduct analysis to unpack pain points and provide insights into root cause, recommend initiatives to deliver improvements
• Work with the other teams (CII, Corp Comm, Research, Product, HR) to collect, organize, and translate quantitative and qualitative voice of the customer, voice of the process and voice of the employee data in order to inform concept prototypes / POC solutions
• Measure employee experience and present deep dives monthly –
• Drive CSAT scores for journey stage with journey owners
• Provide journey mapping and CX design for new solutions using an outside in, design thinking methodology

CX Operations

• Monitor CSAT survey performance daily (SMS, Email, CATI) – data extraction, publishing, customer responses
• Day to day management of the survey and insights platform with the vendor
• Collect, consolidate and distribute research and unsolicited customer feedback to the broader CX team weekly (Corporate, Region, Country)
• Attend to ad-hoc duties and responsibilities as assigned by Line Manager
• Attend to day-to-day identified problems through thorough analysis and liaise with Line Manager in order to ensure that the solutions are in line with the MAH strategic objectives and in adherence to prescribed standards and procedures
• Weekly updating of events calendar with markets

Support on Wakanda & Vibranium

• Develop and validate both current-state and future-state experience maps with cross-functional teams and regions/markets
• Leverage and implement CX Blueprint (where possible)
• Validate and localize the Journey Map & Persona’s across markets

Deliver on CX activities on MAH priority Projects

• Ongoing participation and delivery of CX actions on MAH priority projects to ensure readiness and improved customer experience when live (e.g. blueprint compliance, journey definition, CSAT survey requirements, review of messaging and processes, etc.) 
• Ensure that all customer experience measures are included in project scoping and monitored post implementation

Qualifications

• B Degree or equivalent qualification in an applicable field is required
• Customer Experience Certification (advantageous)
• Design Thinking Certification (advantageous

Experience

• 3+ years related to Innovation, Product Management, Customer Experience fields (ideation to execution)
• Minimum of 3 years’ experience in a complex customer experience environment
• Experience with working with multicultural African markets would be an advantage
• Good overall experience of the MAH business
• Understanding of project management and business analysis principles
• Design thinking experience
• Data analysis techniques

Technical Competencies (List the key technical competencies)

• Relationship building Deadline Driven
• Strong Coordination Skill Conflict Management
• Strong Analytical Skill
• Strong Communication Skill Presentation skills.
• Business and Financial Management Portfolio reporting
• Project management
• Operations, Customer Care Management
• Report writing - audience Snr Management

Behavioral Competencies (List behavioral competencies)

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Accountability Teamwork
• Prioritization
• Analytical Thinking
• Cross-cultural communication