Customer Experience Analyst (Must Speak French)

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Job Summary

To design and improve experiences for customers to meet and achieve customer expectations.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

CSat Measurement Operations

  • Monitor deployment of surveys weekly
  • Implement a CSAT program and real time CSAT for all customer journeys within the region
  • Provide weekly and monthly report on customer scores
  • Develop customer insight reports to guide decision making
  • Ensure delivery of outputs which will contribute to the overall success of the MC through meeting business requirements, following best practices and ensuring outputs are adhering to industry standards and procedures
Customer Experience: Design and Launch
  • Provide persona journey mapping and CEX design for the all customer journeys using the outside in methodology
  • Partner with HR to monitor employee experience vs customer experience and present deep dives monthly
  • Develop and enhance monitoring and control systems through continuous review and make suggestions to ensure that the most efficient and cost-effective processes and procedures are implemented and applied
  • Develop customer experience programs of work to improve the customer experience and drive customer loyalty
  • Attend to day-to-day identified problems through thorough analyses of situations and risks involved and liaise with Line Manager in order to ensure that the solutions are in line with the divisional strategic objectives and in adherence to prescribed standards and procedures
Customer Satisfaction
  • Analyse a customer service department’s operations and provides recommendations on ways to improve productivity and customer satisfaction levels
  • Use various data such as customer satisfaction reports, surveys and complaint logs to assist in developing strategies and techniques to enhance the customer service department’s effectiveness
  • Conduct research, analyse the results and translate their findings into easy to understand reports or presentations for management
  • Assist in troubleshooting issues and resolving customer dissatisfaction
  • Prepare, maintain and manage an action log of all CEX improvements
  • Use CEB and mystery shopping results as insights across the customer journey inclusive of all journeys
Project Delivery and Administration
  • Ensure delivery of all agreed internal and external client service and satisfaction objectives by tracking progress against the project plan, project budget as well as the agreed deliverables as outlined as stakeholder expectations
  • Adhere to statutory regulations, organisational standards, policies and procedures
  • Build, support and maintain healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals
  • Attend to ad-hoc duties and responsibilities as assigned by Line Manager

Qualification and Requirements
  • Degree in Marketing or Statistics or Economics or Finance advantageous
  • A minimum of 3 – 5 years working in Customer Service
  • Ability to communicate both orally and written in French
  • Marketing or advertisement experience
  • Demonstrated Data analysis experience
  • Knowledge of customer service practices
  • Demonstrated Knowledge of research practices
  • Survey management
  • Sound knowledge of survey management
Technical Competencies
  • Conflict Resolution
  • Researching
  • Customer service orientation
  • Project Management
  • Computer Literacy
  • Data Analysis and Statistics

Behavioral Competencies
  • Accountability
  • Teamwork
  • Delegation
  • Interpersonal Support
  • Perseverance
  • Motivating
  • Prioritization
  • Analytical Thinking

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