Senior Specialist: Vodapay CX/CI at Vodacom

Role Purpose

The Senior Specialist: VodaPay Customer Experience & Continuous Improvement role is based within Commercial Operations.

Role purpose:

• The Senior Specialist for VodaPay Customer Experience and Continuous Improvement improves the customer experience by applying design thinking methodology to analyse customer experience problems and designing ideal customer journeys and optimised processes and solutions including people changes. The Senior Specialist for Customer Experience and Continuous Improvement is responsible for the execution of the key operational and strategic solutions in the form of projects and initiatives with the biggest impact within the business. These includes identifying the key KPIs impacted and tracking and progress reporting on them. The Senior
• Specialist will be responsible for the facilitation of design thinking workshops to ensure that effective
• Customer experience and Continuous Improvement frameworks and tools are applied to achieve
• the required benefits.
• A key part of this role is to execute and deliver customer experience design initiatives and projects within the wider multi-channel strategy. The role is accountable for operational delivery of key initiatives to improve customer experience and working closely with the Vodacom Financial Services, COPS Channels, Retail, Product and Segment Teams.
   

Your responsibilities will include:

• Derive insights from operational
• performance data and reports to guide the re-imagine of journeys.
• Formulate fundamental problem statement for Customer Experience and Continuous Improvement Initiatives
• Detail data analysis to determine root cause of business problem
• Facilitate Customer Experience Design thinking workshops with cross functional teams using Design thinking methodology and Continuous Improvement tools and techniques
• End-to-end customer experience journey and business process design
• Define Journey and Process measures and KPIs
• Document Journeys and Processes with initiatives recommended for optimisation
• Compile business cases for Customer Experience and Continuous Improvement initiatives
• Post implementation reviews on Customer Experience and Continuous Improvement Initiatives
• Build effective professional relationships across the business and establishes the Customer Experience Team’s credibility with Senior Leaders
• Responsible for working with leadership to develop /amend Customer Experience KPI’s and mandate

Customer Experience Design and Continuous Improvement:

• Provides expertise and coaching in customer Experience design thinking and Continuous Improvement framework, tools and methodologies to ensure the correct and efficient application of methodologies and frameworks.
• Provide coaching to the Specialists and Specialists in Design thinking and Continuous Improvement methodologies and best practice ways of working
• Actively researches best practice and new methodologies and builds onto the Customer Experience and Continuous Improvement knowledge repository
   

The ideal candidate for this role will have:

• Goal and customer focused with track record in executing 
• Ability to align teams across business without necessarily having direct management control
• Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels internally and externally
• Experience in implementing customer driven initiatives and improvements in a large organisation
• Ability to manage multiple projects to time lines

Must have technical / professional qualifications:

• Matric is essential
• A 3 – 4 year relevant Degree/Diploma essential 
• Post graduate qualification in related field – (Preferred)
• Customer Experience and Continuous Improvement related qualification (for example Lean Six Sigma or ITIL) is essential
• 5+ years’ of experience in Customer Experience and Continuous Improvement management is essential
• 1 years’ Leadership/Management experience is an advantage
   

OR

• Matric is essential
• A relevant Diploma/Certificate is essential
• Customer Experience and Continuous Improvement related qualification – (preferred in Lean Six  or ITIL) is essential
• 7+ years’ experience in Customer Experience and Continuous Improvement management is essential
• 1 years’ Leadership/Management experience is an advantage
• A minimum of 8 years relevant experience in the telecommunications industry is essential