Customer Experience Specialist

Role Purpose

The Customer Experience Specialist is tasked with transforming current customer interactions into superior future experiences. This role ensures the company implements effective strategies to enhance overall customer satisfaction and loyalty across all touchpoints, channels, products, and services. The specialist will be responsible for objectively defining and measuring the customer experience delivered through channels like contact centers and retail outlets. Additionally, they will act as a customer advocate during the Go-To-Market (GTM) process, ensuring products and services offer the best possible experience and that support staff have the necessary tools for exceptional service delivery.

Key Responsibilities

• Investigate customer needs by analyzing existing customer journeys within assigned product, service, or channel portfolios.
• Gather quantitative and qualitative data on current offerings to understand customer sentiment.
• Actively participate in the Go-To-Market (GTM) process to represent the customer's perspective.
• Develop and implement enhanced customer journeys for both existing and new offerings.
• Establish appropriate Key Performance Indicators (KPIs) to measure customer experience for specific products, services, or channels.
• Create and deploy effective toolkits and processes to support frontline customer service representatives.
• Cultivate strong professional relationships with internal business partners across various departments (CBU, VBU, MPESA, Channels).
• Manage stakeholder expectations and priorities while ensuring timely delivery of experience reviews, improvements, and ongoing monitoring.

Qualifications, Experience, Knowledge, and Competencies

• Possess a Bachelor's Degree in Business Administration or a related discipline.
• Have a minimum of 2 years of professional experience in Customer Experience, Business Analysis, or Program Management.
• A Matriculation certificate plus additional relevant certifications or programs is considered advantageous.
• Demonstrate strong analytical capabilities to assess data, reports, and processes, identify root causes of negative customer experiences, and propose innovative, customer-centric solutions with an international perspective.
• Exhibit a process-oriented mindset with a thorough understanding of key cross-functional processes that impact customers, enabling the identification of optimization opportunities.
• Show commercial acumen, including a solid grasp of the market, competitors, and customer needs. Knowledge of Vodacom's products and services, their value proposition, and competitor offerings is essential.
• Possess excellent stakeholder management skills, with the ability to influence cross-functional and external stakeholders to achieve an ideal customer experience journey.
• Be adept at connecting information, extracting value through effective dialogue, and championing the customer's needs even in challenging situations.