Voice of Customer & Service Measurement Officer

CANDIDATE’S PROFILE: Our ideal candidate must have strong quantitative data analysis skills and previous experience building Customer Journeys and Feedback Loop Programs.

JOB OBJECTIVE: 

Creating a wholesome portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

ROLES & RESPONSIBILITIES: 

• Manage the VOC platform and ensure feedback received aids business process and product improvement.
• Identify and convert detractors into advocates with a well-established service recovery plan and complaints management process.
• Responsible for ensuring platform uptime and escalating issues for resolution.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Develop and deploy the right survey and measurement tools/metrics and analyse feedback to determine the level of culture adoption.
• Collect information from all service touchpoints, analyse data and provide tailored insights.
• Provide ad-hoc customer analyses to address specific business questions from stakeholder groups: marketing, strategy, operations, and planning.
• Develop insights from international and best practice standards to align with business strategies.
• Establish, track, and communicate key customer satisfaction metrics and identify opportunities to improve the customer experience along with various service touchpoints.
• Develop and maintain online and social feedback tracking guidelines and procedures.
• Provide data-driven recommendations for recurring VOC reports

KNOWLEDGE & SKILLS REQUIRED: 

• Hands-on analytics knowledge, from reporting to advanced analytics, including statistical or modelling skills and basic understanding of related databases or CRMs.
• Background in qualitative and quantitative research techniques
• Customer Experience
• Business and Financial analysis
• Product Knowledge and Experience
• Ability to communicate – both verbal and written – with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Research, Data Gathering and Analytics
• Social Media and Tech Savvy
• Good use of Microsoft Office Suite especially Excel and PowerPoint
• Result and action-oriented
• Proven analytics champion capable of executing organization-wide programs as well as identifying patterns, and hypothesis-driven problem-solving

QUALIFICATION 

• A bachelor’s degree in any discipline.
• A minimum of three (3) years’ work experience.
• Extensive Experience working on Voice of the Customer programs and tools (Medallia, ResponseTek, Qualtrics or others).

WHAT WE EXPECT FROM YOU:

• High degree of professional ethics, integrity and responsibility.
• Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
• Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
• High sense of confidentiality and discreteness.