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.
JOB REQUIREMENTS
- Experience in customer journey and experience management
- Expcustomer services operational processes and monitoring
- Experience in process improvement and optimisation
- Experience in project and task pipeline management
- Experience in team management
- Excellent communication and presentation skills in English
- Excellent coordination and organisation skills
COMPENSATIONS & BENEFITS
- 13th Salary Fixed and KPI Bonus
- PTI Health Care for personal & 3 dependants in the family
- 24/7 Accidental Insurance
- 100% Social Insurance
- Meal + Phone Allowance
- Yearly Medical Checkup
- 18 Annual Leaves
- Professional and Transparent Working Environment
- Apply Latest Financial Technology in the World
Application Closing Date
Not Specified
Method of Application
Interested and qualified candidates should:
Click here to apply