Main Purpose:
Responsible for analytics on information to distil customer intelligence.
Main Job Functions
• Responsible for analytics on information to distil customer intelligence
• Design and develop standard CEX surveys and reporting formats
• Analyse CEX survey data, operational diagnostic, competitors and develop insights for CEX’s Management
• Track and report customer advocacy metrics across the organisation
• Provide support in the design, execution, analysis and communication of customer research and feedback
• Conduct CEX change readiness assessments, evaluate results and present findings to the CEX Management.
• Implement proper controls/sign-offs/authorizations for all CEX change requests.
• Analyse and report on CEX Strategy’s implementation, results and actions from closed loop feedback
• Manage and promote CEX’s programs and channels ensuring effective uniform, and timely information dissemination to the frontline Staff.
• Monitor Opco customer touch points to ensure continuous customer loyalty and advocacy.
• Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Social media, etc.
• Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
• Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions
• Manage relationships with key customer impacting business units for service efficiency.
Education
• The ideal applicant must hold a Bachelor’s degree preferably in mathematics, Economics, Information Technology, Statistics, Business computing or Commerce
Experience:
• Two to four years of work experience in a customer facing operations environment
• Experience with Reporting, Data Generation, Management and Analysis
• Adept at queries, report writing and presenting findings
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Highly proficient in all MS Office applications i.e. Word, Excel & PowerPoint
• Database Management Experience (SQL, MySQL, Oracle, etc) with proficiency in scripting using T-SQL, R, SAS, etc
• Telecommunication and project management experience is an added advantage
Training
• Data Management
• Business Planning and Analysis
• Project Management Reporting
• Quality Management
• Customer life time value
• Service Segmentation
• Loyalty & Churn Management
Knowledge, Skills and Attributes:
• Analytical Thinking
• Attention to Detail
• Computer & Information Technology Appreciation
• Data Management and Reporting
• Customer Focus and priority driven
• Stakeholder Relationship Management
• Insight Management
• Product knowledge
• Effective Communication skills,
• High level of energy and creativity; willingness to go the extra mile
• Highly driven and motivated with strong personal presence, integrity and resilience
• Results orientated
• Ability to work independently and as part of a team.
Job application procedure
Interested and qualified, Click here to apply.
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More Information
- Address Kampala, Uganda, East Africa
