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Consultant - Governance and Measurement
2 weeks ago
Governance
Define a governance programme and mechanisms in order to track and measure adherence thereto
Implement and maintain the governance framework at a MTN portfolio level
Maintain the reporting framework and define governance roles and responsibilities (including establishing business stakeholders a information and process holders)
Set up regular governance forums to align on programme progress and blockers
Develop clear decision rights, ways of work and RASCI across CSO and communicate these to the relevant teams
Support the refinement and improvement of the project delivery governance life cycle
Provide requirements for reporting and changes thereto to design and implementation teams
Measurement
Monitor the performance of activities for CX
Access the CX dashboard to monitor customer experience KPIs across the business
Prioritise and track CX initiatives and measure benefits realisation for such initiatives
Identify value objectives, analyse and assess derived value from portfolio initiatives
Provide feedback to CX Strategy & Design regarding deviations from the governance framework, CX performance and areas for intervention
Produce reports ,as required, for management
Raise and escalate issues affecting portfolio and governance, as appropriate
Stakeholder Relations
Consult with other CX teams to create and update the Governance framework
Work closely with training teams to develop content to communicate governance requirements and updates, when necessary
Ensure that the company brand is always presented in a strong and positive image
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