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Customer Experience Analyst x1 ||  Econet Wireless Zimbabwe

  • Harare

Econet Wireless Zimbabwe

DUE : 25 JAN 2023

Job Description
Job Purpose
To provide high-level strategic and operational support to the Chief Customer Experience Officer (CCEO) and providing accurate and insightful information which is central in creating unparalleled customer experience.

Key Responsibilities
Provide critical high-level strategic and operational support to the Chief Customer Experience Officer (CCEO) by tracking and helping to prioritize activities that requires the CCEO’s attention on an on-going basis.
Support the Chief Customer Experience Officer (CCEO) in creating the customer centric culture necessary for the organization to accomplish its overall objectives, for the customer.
Provide ad hoc and routine consolidated reports and presentations on the Customer Experience portfolio.
Analyze data on customer trends, behaviors gathered from customer feedback through all customer interactions (calls, multimedia, walk in, self-care channels) and surveys.
Define and implement world class data analytics practices to ensure that provision of Customer Experience insights is timely and robust.

Collate competitor and customer intelligence data to enable optimization of the broader CX strategy.
Develop and coordinate the implementation of the Customer Experience Transformation program.
Produce CX impact reports on business performance to enable appropriate decision making.Produce CX forecasts and provides recommendations for improvements to existing CX systems and processesEngages and oversee key stakeholders’ management to facilitate business operations and preserve organizational reputation
Develop constructive and cooperative working relationships with the Chief Customer Experience Officer (CCEO), management team and group entities

Maintains customer and stakeholder confidence by protecting the office of the CCEO and confidential handling of matters.
Coordinates the planning, organizing and management Departmental events in liaison with relevant departments and external contacts.

Qualification, Skills and Experience
Degree in Business Studies or equivalent.
A relevant vocational qualification will be an added advantage.
At least five years working experience in a similar or related environment

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