Customer Experience Specialist – Vodacom Jobs 49 views

Posting Country: Tanzania, United Republic of

Date Posted: 4 Jul 2024

Employment Type: Full Time

Contract Type: Permanent

About Vodacom

At Vodacom, we’re dedicated to building a better future—a more connected, inclusive, and sustainable world. As a dynamic global community, our human spirit, together with technology, empowers us to achieve this. We challenge and innovate to connect people, businesses, and communities worldwide, delighting our customers and earning their loyalty. Together, we experiment, learn fast, and get things done. With us, you can truly be yourself, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Purpose and Key Responsibilities

Role Purpose:

The Customer Experience Specialist is responsible for transforming “As Is” experiences into improved “To Be” experiences. This role ensures the company takes appropriate actions at all stages to enhance overall customer experience and loyalty across assigned touchpoints, channels, products, and services. The specialist will design and measure customer experiences delivered by touchpoints, including contact centers and retail, and act as a customer advocate in the Go-To-Market (GTM) process.

Key Responsibilities:

  • Understand Customer Requirements:
    • Review current experiences within the assigned product/service/channel portfolio.
    • Gather quantitative and qualitative insights on existing products/services/channels.
    • Participate proactively in the GTM process.
  • Design and Implement:
    • Develop improved experiences for both existing and new products/services/channels.
    • Establish appropriate experience KPI measurements for products/services/channels.
    • Create toolkits/processes for frontline support.
  • Build Professional Relationships:
    • Establish effective relationships with business partners across CBU, VBU, MPESA, and Channels.
    • Manage expectations and priorities while maintaining delivery commitments toward experience reviews, improvements, and continuous monitoring.

Qualifications, Core Competencies, Knowledge, and Experience

  • Educational Background: Degree in Business Administration or a related field.
  • Experience: 2 years in Customer Experience, Business Analysis, or Programme Management.
  • Skills:
    • Strong analytical skills to assess data, reports, and insights, identify root causes of negative experiences, and develop creative, customer-centric solutions.
    • Process-oriented with a solid understanding of key cross-functional processes.
    • Commercially astute with knowledge of the market, competitors, and customers, including Vodacom products and services.
    • Stakeholder management skills to work with and influence cross-functional and external stakeholders for delivering an ideal customer experience journey.

Commitment from Vodacom

Vodacom is dedicated to attracting, developing, and retaining the best talent by offering a flexible, motivating, and inclusive workplace. We recognize, develop, and reward talent, believing that diversity plays a crucial role in our success. Our inclusive work environment respects, values, and celebrates individual differences. At Vodacom, you will have access to an excellent flexible benefits program typical of any global company.

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