Were at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts. Were immensely proud to be a leader in our field and are 100% committed to continue trailblazing.
We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customers eyes and take personal accountability for the customer experience.
We have the below vacancy available in our Organisation:
The H Band Specialist: Customer Experience/Continuous Improvement role is based within Commercial Operations Business Unit
The role of the Specialist: Customer Experience / Continuous Improvement is to improve the customer experience by applying Design Thinking Methodology to analyse customer experience problems and to design ideal customer journeys and optimised processes and solutions including people changes.
The Customer Experience and Continuous Improvement team is part of the wider customer experience and transformation function whose role it is to define and optimise the customer experience across all touch points, including products and segment and financial services, A key part of this role is to execute and deliver customer experience design and continuous improvement initiatives and projects within the wider multi-channel strategy.
The role is accountable for operational delivery of key initiatives to improve customer experience and working closely with the COPS Channels, Retail, Product and Segment Teams.
Key accountabilities and decision ownership:
- Support the Senior and Principal Specialists to derive insights from operational performance data and reports to guide the re-imagine of journeys.
- Assist in the formulation of the fundamental problem statement for Customer Experience and Continuous Improvement Initiatives
- Detail data analysis to determine root cause of business problem
- Assist and support the Senior and Principal Specialist in facilitating the Customer Experience Design thinking workshops with cross-functional teams using Design thinking methodology and Continuous Improvement tools and techniques
- End-to-end customer experience journey and business process design
- Assist and support in defining Journey and Process measures and KPIs
- Document Journeys and Processes with initiatives recommended for optimisation
Key performance indicators:
- Delivery of all Customer Experience design initiatives and projects against agreed plans
- Drive Call Volume Reduction, operational efficiencies and cost saving in consumer and enterprise operations
- Improve NPs and Touch Point NPS and Customer Effort scores across business by implementing relevant initiatives and fixes Post implementation reviews on Customer Experience and Continuous Improvement initiatives
Core competencies, knowledge and experience:
- Goal and customer focussed with track record in executing
- Ability to align teams across business without necessarily having direct management control
- Capable of working in a complex organisation and able to build strong relationships and
Behavioural Competencies:
- Delivering results and meeting customer expectations
- Presenting and Communicating
- Deciding and Initiating action
- Stakeholder Management
- Report Writing
- Change Management
The base location for this role is Midrand, Commercial Park
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion and is committed to support LGBT+ people at work.
If you do not hear from us within 30 days please deem your application to be unsuccessful.