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Role overview

This role is focused on improving customer experience standards across the network. The consultant will help ensure that customer service points are properly prepared to deliver a consistent and high-quality experience.

Key responsibilities

Set, explain, and support service standards across the network so that all customer touchpoints are equipped to deliver effectively.
Develop and support recovery approaches when service delivery falls short, and monitor service performance across various customer contact points.
Coordinate customer experience measurement activities such as ISS, mystery shopping, and voice of customer surveys.
Monitor and document recurring exceptions as well as cases of outstanding service across the network.
Organize engagement sessions with relevant stakeholders after mystery shopping exercises, ISS activities, and related reviews.
Monitor and document recurring exceptions as well as cases of outstanding service across the network.

Qualifications

A bachelor’s degree in any relevant discipline is required. Holding a professional certification would be an additional advantage.

Experience

Candidates should have at least 5 years of experience in customer experience roles or other customer-facing positions.

Additional information

Behavioural competencies

Strong interpersonal approach
Ability to interpret data
Good task management skills
Capacity to work within deadlines
Commitment to service standards

Technical competencies

Creative thinking
Strong communication and assertiveness
High attention to detail
Solid innovation ability
Proficiency in Excel and PowerPoint

Consultant, Customer Experience

Where you'll work