Supervisor: Customer Experience Insight and Analytics

Supervisor: Customer Experience Insight and Analytics
Supervisor: Customer Experience Insight and Analytics

10 outubro, 2019

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Role purpose: Act as a strategic thought partner to marketing and the wider business ensuring that the objective Customer Experience is considered in key business discussions and decisions across the Company.Key accountabilities and decision ownership:

  • Effectively distill data from Customer journey Mapping, Service evaluation and Mystery shopper reports into coherent analysis, insights, and ultimately actionable recommendations in straightforward and simple language.
  • NPS, TNPS, C-SAT and CES analysis and provide with possible action plans for improvement;
  • Use data to identify and support the definition, design and implementation of new customer journeys across the digital product portfolio.
  • Report on all operational matters within a reasonable time and in line with the service level agreement of VM
  • Determine what is required to implement the desired changes on Business Operating Model, Process Change Implementation, Training, Organization Design and System Changes;
  • Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to the team
  • Monitor employee productivity and provide constructive feedback and coaching;
  • Organize workflow and ensure that team members understand their duties or delegated tasks;
  • Set goals to reach our targets on the provided  KPI’s;
  • Define methods of assessment that is in line with business needs and objectives of the current financial year.
  • Ensure that the daily, weekly and monthly objectives are achieved;

Key performance indicators:

  • Customer Satisfaction (C-SAT) 90%
  • 90% of implementation of all suggested actions
  • 100% reporting on C-SAT, TNPS, CES and FCR

Core competencies, knowledge and experience:

  • Strong analytical & mathematical skills
  • Effective communication skills
  • computer skills skill: Excel, SQL, Pivot tables and Visio
  • Conflict management skills

Must have technical / professional qualifications:

  • A degree in Education, Business Management or relevant area
  • Strong Customer Experience background
  • Bi-lingual communication, written and spoken (Portuguese and English)
  • Knowledge of VM products and service

Location: Edificio Vodacom Rua dos Desportistas, Numero 649  Maputo 

Job Type: Full-time

Employment Type: Permanent.

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Closing Date: 16-Oct-19, 11:59:00 PM

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