Specialist: Customer Experience and Continuous Improvement at Vodacom

Role Purpose

The H Band Specialist: Customer Experience and Continuous Improvement position is based within the Commercial Business Unit. The role of the Specialist: Customer Experience and Continuous Improvement position is to create a world-class customer experience using Design Thinking methodology. You will also be required to design and implement ideal customer journeys and optimise business processes, including people changes.

Your Responsibilities Will Include

• Derive insights from operational performance data and reports to guide the re-imagine of journeys.
• Detail data analysis to determine root cause of business problem.
• Formulate fundamental problem statement for Customer Experience and Continuous Improvement Initiatives.
• Compile business cases for Customer Experience and Continuous Improvement initiatives, clearly articulating the business problem, solution proposal, envisaged business value, etc.
• Facilitate CX/CI 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/mapping.
• Document, present and track the implementation of improvement initiatives & post implementation reviews on implemented improvement initiatives.
• Actively research best practice and new methodologies and build onto the Customer Experience and Continuous Improvement knowledge repository.

The Ideal Candidate For This Role Will Have

• Matric / Grade 12 essential
• Relevant 3 year degree/diploma essential (pref B.Com)

3 - 5 Years BA Experience Essential

• Customer Experience and Continuous Improvement related qualification essential (preferably Lean Six Sigma Green Belt/ Black Belt and Design thinking methodology)

OR

• Matric / Grade 12 essential
• Job specific certification / short diploma's / short courses essential
• 5+ years BA experience
• Customer Experience and Continuous Improvement related qualification essential (preferably Lean Six Sigma Green Belt/ Black Belt and Design thinking methodology)

Closing date for applications: 14 October 2020