Objective
As Head of Customer Experience you will have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result, better customer loyalty and retention. As the customer experience change agent your objective will be threefold:
Create a persistent focus on the customer in all key actions the company takes
Drive the organization to work together for optimum customer experience delivery
Support leaders in their role in the customer experience transformation journey
Responsibilities
Establish metrics for defining the relationship with the customer
Define and monitor key performance indicators across the customer journey
Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc.)
Create a unified platform for understanding and taking action with all key stakeholders within each department
Influence inter-departmental agreement on how to deliver greatest value to our customers
Define what customers value to determine the differentiating experience to deliver
Decide where to make investment decisions, that is, give the highest customer impact
Design what the customer experience should be
In partnership with leaders, drive accountability through cross-department data and metrics
Drive tracking and reporting mechanisms to get reliability in key interactions
Lead the accountability forums – when to meet and with whom to drive accountability
Work with all department leaders to drive customer focus culture change
Clarify a common approach and process for driving the work across the organization
Facilitate working together across the silos instead of separately within them
Instill discipline of process change and change management in the organization
Implement and drive new projects/pilots
Competencies Required
Data analytics: to determine where we need to change our customer strategy
Implementation and operations: to drive change and innovation in our processes and manage projects/key battles
Relationship building: to manage relationships with all teams across the organization
Management: to lead the Customer Experience team effectively
Qualification and Experience
Graduate from an accredited university
4 years’ experience in Analytics, E-commerce, Operations, Consulting or FMCG
Apply via :
africainternetgroup.peoplehr.net
