Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Oct 19, 2020
    Deadline: Oct 28, 2020
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Want to get a job fast? Signup and complete your profile on MyJobMag. Employers will find you 4x faster with a complete profile. You can download your completed profile anytime
    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
    Tasks
    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

    Qualifications

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

    Experience

    • 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 multichoice.taleo.net to apply

    Learn how to get a job in any industry you want. Read 72 Hours to The Job You Love

  • Send your application

Back To Home

Career Advice

  • Product Manager Job Description

    Product management is one of the highest paying jobs. This is because it is an integral part of an organization’s operation. As the name entails, product ...

    Read More

  • Cover Letter Writing Tips

    Let’s be honest. Writing a cover letter can be dreadful. This is even more stressful when you are applying for different positions. When tasked with writing...

    Read More

  • Organizational Skills To Have On Your Resume

    Organizational skills are one of the key transferable skills that every job seeker is encouraged to have. This is because employers are on the lookout for ...

    Read More

  • Administrator Job Description

    Ever wondered how workplaces with multiple units and subdivisions are kept organized? Well, that’s because they most likely employ the services of an administ...

    Read More

View All Career Advice

Subscribe to Job Alert

 

Join our happy subscribers

This website uses cookies to improve your experience. By using this site you agree to the storing of cookies on your device to enhance navigation, analyze site usage, and assist in our marketing efforts. To learn more, see our Cookie Policy. Accept and Close
 
 
 
Send your application through

Yahoomail Gmail Hotmail