We are sourcing for a qualified and competent individual to fill the following key position for one of our Clients, a multinational media organisation with principal operations in pay television and video entertainment.

• Africa Senior and General Managers
• Exco Team
• In-country and Regional teams, including Regional Director, General Management and in-country Care Management
• Group teams such as (but not limited to) the CII team, Human Resources and Skills development teams
• Third Party Vendors, Various outlet points – Retailers, Distributors, Super dealers and Mega dealers

Purpose of the Position:

§  Set CX design principles to corporate projects and cross functional initiatives that drives new product implementations and CX improvements that ensure the customer’s voice is heard through a hands-on approach that includes strategy formulation, sprint design and facilitation, journey and concept design, and qualitative research.   Implements Design Thinking across the organization.

Develop CX design strategy, Business analysis practice

• Define and share an overall customer experience strategy that describe the intended customer experience.
• Work collaboratively with the leadership team and stakeholders to inform, design and implement customer journeys and communications across all contact channels which will transform the Customer Experience.
• Define branded CX programs for different needs-based, as well as tenure-based customer segments.
• Dedicate senior leadership to Customer Experience function to establish it as an enterprise strategic imperative.
• Constantly build knowledge of thought leading customer experiences to ensure the organization becomes the reputed leader in creating the best & most consistent consumer experience.
• Define and build business analysis and process analysis competency within the Customer Group, using CX
• Build Design frameworks/practices within
• Drive Customer centricity in the organization
• Champion Customer First Culture
• Design and implement a Close looping and Root Cause Analysis framework to address customer pain points

Conduct CX designs

• Develop and validate both current-state and future-state experience maps with cross-functional teams and/or customers
• Document Future state experiences from Current state experiences
• Collaborate with business leaders and identify necessary initiatives and capabilities to bridge gaps
• Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes
• Collect, organize, and translate quantitative and qualitative voice of the customer data in order to develop concept prototypes and artifacts
• Conduct and/or partner on Customer studies, organize findings in order to inform corporate projects and cross-functional initiatives
• Discover customer and business needs through contextual inquiries, qualitative and quantitative research, and identify solutions to meet those needs.
• Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to evaluate the customer’s experience.
• Use storytelling to share discoveries, influence business partners, and create energy around an idea

Build Capability of CX Design

• Design and see through implementation of solicited and unsolicited feedback from customers about their experiences within the country.
• Create awareness and practices/ processes with regions/ countries to gather input from frontline employees about their experiences with customers.
• Monitor and report voice of customer and customer sentiment in real-time from across physical and digital channels.
• Facilitate, govern, analyze customer insight drawn from across research techniques and organizational boundaries to obtain a 360º view of the customer and identify key pain points and opportunities to delight.
• Publish and communicate customer insight in a way that is easy for employees to understand and use.
• Teach internal teams and partners human-centered design techniques to improve their every-day processes.
• Perform other duties as assigned.

• Priorities and drive programmes to improve CX
• Implement and develop business cases to motivate initiative

• BCom Degree or equivalent qualification.
• Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies

• Minimum of 5 years’ experience in running a large Customer Experience environment
• Experience with working with African markets would be an advantage
• Good overall experience in all areas of the Business
• Product / Service knowledge an advantage
• Excellent Understanding and proven track record of use of Project management principles.
• Experience in Care channels.

• Relationship building
• Deadline Driven
• Strong Coordination Skill
• Conflict Management
• Strong Analytical Skill
• Strong Communication Skill
• Presentation skills.
• Business and Financial Management
• Portfolio reporting
• Project management
• Operations/Care Management
• Report writing – audience Snr Management & Exco
• Planning and Organising

• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritization
• Analytical Thinking
• Cross-cultural communication