Senior Specialist CX Analytics & Insights at MultiChoice

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