Key Accountabilities
Deliverables
1. Journey Mapping and Design
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Map and analyse the end to end customer journeys identifying gaps, needs, pain points and opportunities.
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Translation of English to Sesotho and Sesotho to English menus.
2. Process Improvement, Data analysis and Insights
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Review and suggest improvements for all customer journeys.
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Review and suggest improvements to identify pain-points and areas for improvement.
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Address customer issues that impact negatively on the experience through internal forums.
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Develop and implement initiatives to enhance customer satisfaction.
3. Product Delivery and Stakeholder Management
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Embed customer experience design into product lifecycle.
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Part of the Agile departmental squads that delivers projects.
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Influence stakeholders to drive customer centric changes.
4. Reporting
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Weekly and Monthly Customer Journey Management campaigns reports.
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Adhoc Reporting.
Competencies (Knowledge, skills and attributes)
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Highly Motivated Self-Starter.
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Excellent communication skills.
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Creative mind-set.
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Fast thinker.
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Good interpersonal skills.
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A good command of written and spoken English and Sesotho.
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Good end-user computing skill.
Competency / Performance Drivers
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Time management.
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Good communication.
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Problem solving.
Professional Expertise
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Building Rapport.
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Persuasive communication.
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Excellent Planning skills.
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Able to work in a fast-paced, technology enabled environment, remaining flexible, supportive and adaptive to changes in direction, priorities and job responsibilities.
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Good end-user computing skill.
Job Requirements
Qualifications
Degree in Management, Business or a business-related field.
Experience
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At least 2 years Customer Journey Management.
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At least 2 years in Data Analysis & Journey Mapping.
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Telecommunications experience would be an added advantage.