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  • Posted: Oct 8, 2020
    Deadline: Oct 14, 2020
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    Vodacom Group Limited (Vodacom) is an African mobile communications company providing voice, messaging, data and converged services to over 61 million customers. From its roots in South Africa, Vodacom has grown its operations to include networks in Tanzania, the Democratic Republic of Congo, Mozambique, and Lesotho and provides business services to customer...
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    Specialist: Customer Experience and Continuous Improvement

    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

     

    Method of Application

    Interested and qualified? Go to Vodacom on careers.vodafone.com to apply

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