Specialist CX Analytics & VOC Management - Islamabad

Specialist CX Analytics & VOC ManagementIndustry : TelecommunicationsDescription :Last date to apply: 9th Feb 2024What is Specialist CX Analytics & VOC Management?The role reports directly to the Stream Head CX Management, Design & Usability and has 3 people reporting directly into it with an extended team of 9 team membersWhat does Specialist CX Analytics & VOC Management do?Key responsibilitiesProcess customer feedback, convert into Actionable InsightsWork on root cause analysis against customer pain areas by deep analysis of customer feedback dataDesign reports to track and monitor customer experience & recommend ways for overall improvementEvaluate Products & Processes in consultation with stakeholders and identify opportunities to enhance customer experienceWeekly & Monthly reporting of Voice of Customer trends and findingsWork with BI on customer data to create correlation with respect to behavior, Usage, Handset etc.Conduct analysis between overall Departmental targets and actual performance, drilling down to the root causes/problematic areas and recommending corrective measuresIdentify quick fixes outside the touch point domain, assignment of tasks and keeping a follow up log of all quick fixesConsolidate customer insights from a variety of sources (e.g. transactional data, surveys, inbound calls, campaign responses) to provide a more comprehensive and consistent view on VOCEngage Marketing, Technology, Regions, Digital & Customer Operations team for highlighting issues and have proper followup on its corrective Action PlanEngage Higher Management for creating visibility of Bottom-up NPS and customer pain areasRun Ad-hoc business analysis on impact of price revisions, sales, promotional offers, events, subscriber activityConduct Regular Forums with Stakeholders & Management within and outside Commercial DivisionJazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.RequirementsWhat are we looking for and what does it require to be Specialist CX Analytics & VOC Management?Experience and Educational requirementsMinimum bachelor's degree from a reputable universityExperience of working in Customer ExperienceExperience of working in Telecom SectorExperience of Operations managementExperience of Voice of customer managementExperience of Stakeholders managementSoft skills and technical skills requiredProficiency in Microsoft Office SuiteStrong communication, organizational, operational and people skills • Highly presentableSound analytical and problem-solving abilitiesStrong interpersonal skillsEnergetic self-startedExcellent presentation skillsExperience of working on Databases & large sets of data using ExcelAs one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

#J-18808-Ljbffr Management & Operations