Analyst - Customer Experience.Customer Relations and Experience

Reports To:

Manager - CEX Design and Implementation

Division:

Customer Relations and Experience

Mission:

To support the business in building a seamless journey experience for our customers across all interactions/touchpoints. Responsible for generating reliable CEX data, insights and analysis used for the overall strategy of promoting, enhancing and sustaining long term positive customer experience.

Description:

• Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions.
• Run deep dive analytics on information to distil customer intelligence.
• Analyse CEX survey data, operational diagnostic, competitors and develop insights for CEX’s Management.
• Conduct CEX change readiness assessments, evaluate results and present findings to the CEX Management.
• Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
• Actively collaborate with commercial teams on design of products and services.
• Timeous review of Customer Journeys across MTNN product and services.
• Identify gaps in journeys following feedback and survey outcomes /and user experience.
• Redesign customer journey to optimize experience of the Customer.
• Collaborate with key stakeholders and subject matter experts to design, test and roll-out of identified initiatives for product optimization.
• Collaborate with key stakeholders in development and test scenarios pre and post roll out of revamp and automation initiatives.
• Actively collaborate with stakeholders in change management programs impacting on customer experience.
• Key custodian of Customer journey mapping of existing and new product and services.
• Comparative analysis with competition products to ensure MTNN positioning as Best-in-Class.

Education:

• First degree in any discipline.
• Fluent in English.

Experience:

3 – 7 years of experience in an area of specialisation; with experience with working with others.

• Experience working in a medium organization.
• Proficiency in the use of Microsoft office tools.
• Experience in data analysis, problem solving and reporting/presentation.
• Journey mapping; prototyping and framing.
• Experience working in a medium organization.
• Strong analytical skills.
• Experience in Enterprise Data Management.
• Strong Microsoft Excel and PowerPoint skills.
• Business Planning and Analysis, preferably within the telecommunications sector.
• Experience in Customer Care and Management.
• Competitive and Marketing Research.