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  • Posted: Oct 19, 2020
    Deadline: Oct 28, 2020
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    MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
    Read more about this company


    Senior Specialist CX Analytics & Insights

    Purpose of the Position

    • Responsible for providing outside-in Voice of Customer (VoC), inside-out Voice of Process (VoP) & Voice of the Employee (VoE) analysis
    • Conduct analysis, develop insights and share findings with the  business to drive continuous improvement for improved CX.

    Key Performance Objectives
    CX analytics and insights

    • Compile and distribute monthly ExCo reports
    • Gather customer data across all touch points to improve insights and analytics
    • Optimize customer analytics & insights through automation - machine learning and AI e.g. speech and text analytics  
    • Conduct or partner on customer research initiatives to improve customer experience, reduce cost and improve revenue
    • Collect, organize, and translate quantitative and qualitative voice of the customer, voice of the process and voice of the employee data in order to develop concept prototypes/POC solutions
    • Conduct analysis to unpack pain points and provide insights into root causes
    • Develop automated reports and dashboards to support the operational needs of the business
    • Provide insights support into the countries as and when required
    • Present monthly journey insights to Corporate Journey Owners

    Build CX measurement and insights Capability

    • Build the CX analytics and insight capability across MAH
    • Ensure CX analytics & insights are disseminated to key stakeholders within the organisation
    • Manage analytics and insights training/coaching program for market CX teams


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


    • 3+ years’ experience related to Product Management, Customer Experience Measurement fields
    • Minimum of 3 years’ experience in a complex customer experience environment
    • Excellent understanding and proven track record applying Project management principles
    • Experience in optimizing Care channels
    • Extensive experience working with African is advantageous

    Technical Competencies

    • Relationship building
    • Deadline Driven
    • Strong Coordination skills
    • Conflict Management
    • Strong Analytical skills
    • Strong Communication & Presentation skills
    • Business and Financial Management Portfolio reporting
    • Project management
    • Operations, Customer Care Management
    • Report writing for Senior Management audience

    Behavioral Competencies

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

    Method of Application

    Interested and qualified? Go to MultiChoice on to apply

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