Company: ANSA McAL Group Of Companies 

Job Summary:

• Provide best practice guidance in designing, building, launching and analysing Customer Insights.
•  Responsible for the utilisation and configuration of the CX VoC (Voice of the Customer) Insights Platform in the execution of Insights, analysis and (Dashboard) reporting.
•  Develop data blueprints to ensure optimum richness of insights; guide & assist Sectors & Business Units to ensure data integrity and collection efficacy.
• Co-ordinates with Sector IT & external software representatives to increase integration of source data between ERP and the feedback platform.
• Primary contact with CX Software provider; optimises use of tool by mastery of software capabilities and application of CX best practice.
•  Primary liaison with Sector CX Champions & CX Business Unit Advocates in the development of Insights.
• Develop reports, dashboards and customer insights that assist Sectors and Business Units to track and manage strategic Customer Centricity objectives and achievements including EoDB (Customer Effort Score)
•  Provide administrative support for the Customer Experience Programme and the development of Customer Centricity.

Job Description:

• Manages and ensures User Protocols/Access rights are communicated and upheld to assist in maintaining data integrity and Insight Quality.
•  Assists in development of customised analysis and business insights which help to measure & develop Customer Centricity, Customer Experience Excellence & Customer Effort Score (EoDB) across the Group.
• Develops, tests and implements ERP integration opportunities between data sources and feedback software.
• Assists stakeholders in identifying CX Excellence behaviours & flags customer compliments for recognition at Sector/Business Unit Level.
•  Monitors & reports on manual customer data uploads according to agreed schedules.
• Participates & assists in Customer Journey Mapping exercises.
• Develops & guides Insight creation & configuration -according to Customer Journey.
•  Researches industries to deepen understanding of Moments of Truth for sectors/journeys/experience • Assists Sector Champions & Advocates in reporting on Customer Experience with rich insights using filters to drill down to deepen understanding.
• Monitors and reports on VoC implementation, raising issues to Group Head of Customer Experience for quick and effective resolution.
• Ensures ACTIONABLE feedback criteria are agreed and can be channeled to the appropriate stakeholders to support Close the Loop protocols.
• Sets up & configures known customer data (attributes/filters/values) in the CX VoC platform based on data labels available to provide richest & most helpful view
• Develops & maintains customer data label ‘bibles’ for each customer journey insight
• Formats Insights in preparation for feedback collection by invitation or open source.
• Guides data cleaning & preparation for upload of transactional & relationship data from various Business Units.
• Provides CX feedback platform expertise to CX Champions & Advocates across the group.
•  Helps define & communicate Moments of Truth, Key Weaknesses & Key Drivers of Customer Satisfaction and CX Excellence.
• Promotes teamwork and interdepartmental collaboration in support of internal and external Customer Centricity.
• Identify best practices & those who generate them; recommends integrating them into processes.
• Stay updated on topics related to the position.

Qualifications:

• Bachelor’s degree in Business or another relevant field

Experience

• Three plus years related work experience within Customer Experience, some of which can be at a Service Management or Senior Customer Service role.
• Comprehensive experience understanding customer experience analytics.
• Demonstrated experience in transforming raw data into meaningful information.
• Preferred- Experience/familiarity with digital and/or mobile products.
• Analytical thinker with strong data analysis skills (Excel, Power BI. Tableau) and the ability to think systematically.