Customer Experience Manager | Job Location: Kaduna | Home Credit

Understand customer insights and pain points of Strategic customer groups by developing, monitoring and enhancing Customer Journey Mappings
Design Customer Journey Mappings of Strategic customer groups from field observation, front-liner feedbacks, customer feedbacks and quantitative data analysis
Monitor Customer Journey Mappings to capture changes according to business processes
Enhance Customer Journey Mappings regularly to provide more sufficient customer insights to initiate improvement projects
Measure, analyse and monitor transactional NPS for critical touch points as per agreement with HQ to initiate improvements from customer feedbacks
Develop mechanism to measure transactional NPS of critical touchpoints as per agreement with HQ
Monitor and analyse these customer feedbacks to initiate improvement projects according to defined pain points
Measure, analyse and monitor customer contacts statistics in order to fully understand customer pain points and initiate improvements projects to reduce customer complaints and provide information in proactive approach
Develop mechanism to measure customer contacts (complaints & inquiries)
Monitor and analyse customer contacts to define top pain points from which improvement projects will be initiated
Develop communication strategy to promote CUSTEX agenda within organisation and engage employees to “customer oriented” culture.

Application Closing Date
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Method of Application
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