Analyze your CV for Customer Experience Specialist at Vodacom Tanzania

Role purpose: 

The Customer Experience Specialist is responsible and empowered to:

Convert “As Is” experiences into better “To Be” experiences, whilst ensuring the company acts and deploys appropriate actions in all stages to improve the overall customer experience and levels of customer loyalty across assigned touch points/channels as well as its products and services.
Will take accountability for objectively designing and measuring the customer experience delivered by all the touch points that include but not limited to contact centre and retail. 

Key accountabilities: 
Gain an understanding of customer requirements through: 

The review of As-Is Experiences within the assigned product/service/channel portfolio
Quantitative and qualitative insights on existing products/services/ channel 
Proactive participation in the Go To Market (GTM) process 

Design and implement 

Improved To-Be experiences which are not limited to existing but are also applicable to new products/services/channels
Appropriate experience KPI measurements for a particular product/service/channel
Appropriate toolkits/processes for the frontline support.
Build effective professional relationships with business partners across CBU, VBU, MPESA and Channels.
Managing expectations and priorities whilst maintaining delivery commitments towards experience reviews, improvements and continuous monitoring.





Core competencies, Professional qualifications & Experience


Core competencies:

Strong Analytical skills
Commercially astute
Stakeholder management
Time management and accountability

Professional qualifications & Experience:

Diploma in Business Administration or any other related field.
2 years of experience in Customer Experience 





Skills


Dynamic Prioritisation and Multi Tasking
Customer Journey Knowledge
Ownership
Coaching and Mentoring
Building Rapport
Expert Communication
Empathy
Drives Continuous Improvement