Analyst - Customer Experience

Requirements

• First degree in any discipline
  
• Fluent in English
  

• Experience working in a medium organization
  
• Proficiency in the use of Microsoft office tools
  
• Experience in data analysis, problem solving and reporting/presentation
  
• Journey mapping; prototyping and framing
  
• Experience working in a medium organization
  
• Strong analytical skills
  

• Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions
  
• Run deep dive analytics on information to distil customer intelligence
  
• Analyse CEX survey data, operational diagnostic, competitors and develop insights for CEX’s Management
  
• Conduct CEX change readiness assessments, evaluate results and present findings to the CEX Management.
  
• Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
  
• Actively collaborate with commercial teams on design of products and services
  
• Timeous review of Customer Journeys across MTNN product and services
  
• Identify gaps in journeys following feedback and survey outcomes /and user experience
  
• Redesign customer journey to optimize experience of the Customer
  
• Collaborate with key stakeholders and subject matter experts to design, test and roll-out of identified initiatives for product optimization.
  
• Collaborate with key stakeholders in development and test scenarios pre and post roll out of revamp and automation initiatives.