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Website Vodacom
Job Description:
The Senior Specialist for VodaPay Customer Experience and Continuous Improvement improves the customer experience by applying design thinking methodology to analyse customer experience problems and designing ideal customer journeys and optimised processes and solutions including people changes. The Senior Specialist for Customer Experience and Continuous Improvement is responsible for the execution of the key operational and strategic solutions in the form of projects and initiatives with the biggest impact within the business. These includes identifying the key KPIs impacted and tracking and progress reporting on them.
Job Responsibilities:
- Detail data analysis to determine root cause of business problem
- Compile business cases for Customer Experience and Continuous Improvement initiatives
- End-to-end customer experience journey and business process design
- Formulate fundamental problem statement for Customer Experience and Continuous Improvement Initiatives
- Post implementation reviews on Customer Experience and Continuous Improvement Initiatives
- Facilitate Customer Experience Design thinking workshops with cross functional teams using Design thinking methodology and Continuous Improvement tools and techniques
- Define Journey and Process measures and KPIs
- Document Journeys and Processes with initiatives recommended for optimisation
Job Requirements:
- Ability to align teams across business without necessarily having direct management control
- Goal and customer focused with track record in executing
- Ability to manage multiple projects to time lines
- Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels internally and externally
Qualification & Experience:
- Experience in implementing customer driven initiatives and improvements in a large organisation
- 5+ years’ of experience in Customer Experience and Continuous Improvement management is essential
- 1 years’ Leadership/Management experience is an advantage
- Customer Experience and Continuous Improvement related qualification (for example Lean Six Sigma or ITIL) is essential
Job Details:
Company: Vodacom
Vacancy Type: Full Time
Job Location: Midrand, Gauteng, SA
Application Deadline: N/A
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