Main Purpose:

Responsible for analytics on information to distil customer intelligence.

Main Job Functions

• Responsible for analytics on information to distil customer intelligence
• Design and develop standard CEX surveys and reporting formats
• Analyse CEX survey data, operational diagnostic, competitors and develop insights for CEX’s Management
• Track and report customer advocacy metrics across the organisation
• Provide support in the design, execution, analysis and communication of customer research and feedback
• Conduct CEX change readiness assessments, evaluate results and present findings to the CEX Management.
• Implement proper controls/sign-offs/authorizations for all CEX change requests.
• Analyse and report on CEX Strategy’s implementation, results and actions from closed loop feedback
• Manage and promote CEX’s programs and channels ensuring effective uniform, and timely information dissemination to the frontline Staff.
• Monitor Opco customer touch points to ensure continuous customer loyalty and advocacy.
• Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Social media, etc.
• Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
• Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions
• Manage relationships with key customer impacting business units for service efficiency.

Education

The ideal applicant must hold a Bachelor’s degree preferably in mathematics, Economics, Information Technology, Statistics, Business computing or Commerce

Experience:

Two to four years of work experience in a customer facing operations environment

Experience with Reporting, Data Generation, Management and Analysis

Adept at queries, report writing and presenting findings

Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.

Technical expertise regarding data models, database design development, data mining and segmentation techniques

Highly proficient in all MS Office applications i.e. Word, Excel & PowerPoint

Database Management Experience (SQL, MySQL, Oracle, etc) with proficiency in scripting using T-SQL, R, SAS, etc

Telecommunication and project management experience is an added advantage

Training

• Data Management
• Business Planning and Analysis
• Project Management Reporting
• Quality Management
• Customer life time value
• Service Segmentation
• Loyalty & Churn Management

Knowledge, Skills and Attributes:

• Analytical Thinking
• Attention to Detail
• Computer & Information Technology Appreciation
• Data Management and Reporting
• Customer Focus and priority driven
• Stakeholder Relationship Management
• Insight Management
• Product knowledge
• Effective Communication skills,
• High level of energy and creativity; willingness to go the extra mile
• Highly driven and motivated with strong personal presence, integrity and resilience
• Results orientated
• Ability to work independently and as part of a team.