Cx Champion

2 weeks ago

Johannesburg, South Africa NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The primary purpose of the role is the achievement and continuous improvement of Customer Experience

metrics including but not limited to NPS conversion rates, advisor satisfaction and QA, by supporting the Net Promoter Score work stream operationally, including measurement of NPS, analysis of the drivers of NPS, and identification and implementation of KPI’s for customer-facing business teams to improve the customer experience

**Working at NTT**

**1. Research and analysis**
- Leverages transactional, behavioral, demographic, survey, and NPS feedback data to inform stakeholders and to identify, size of and to address business issues and opportunities to increase conversion, revenue, margin, customer satisfaction and other KPIs, as well as to support strategic and tactical decisions with respect to enhancing the results of the contractual metrics
- Conducts NPS research, including text analytics, amalgamation of multiple data sources, cross platform survey data analysis, and ad hoc analyses
- Links the insights from NPS feedback throughout the customer journey to drive the development of new and improved business processes to address customer pain points and, improve the customers’ net promoter score.
- Translates data into insights by proactively and effectively communicating the “so what” from the data, as well as issues and opportunities exposed by the data.
- Leverages existing customer data sources and identifies and implements additional data sources that will drive an aligned, cohesive and comprehensive view of customer service and experience data, to assess, define and influence a digital and omni-channel customer experience
- Analyses quantitative and qualitative data, optimize data sets, tools, and analysis techniques to drive business outcomes.
- Engages the operations on a Team and individual basis in order to develop Continuous Improvement Plans, Performance Improvement Plans as well as suggestions for enhancement (Elevations) to the Client
- Monitors multiple sources of NPS feedback, including customer surveys, frontline staff input, product reviews, feedback on the website and app experience, and social media content to identify and assess gaps in the customer experience.

**2. Reporting Job Profile: Customer Experience Champion**
- Prepares daily, weekly, monthly and quarterly insights and feedback on a individual, Team, Departmental and BU level
- Presents results and translates complex findings into layman’s terms
- refining metrics, and building new reports to support decision-making
- Distributes reports to business stakeholders on a regular basis
- Develops reporting on key metrics in support of continuous improvement of customer experience - Prepares and delivers MBR, QBR specific to CX
- Attends and contributes clients CX forums

**3. Business Improvement and Solution Development**
- Collaborates with Business Improvement, Quality, Business Intelligence and other key internal partners to identify and understand customers’ underlying needs and implement solutions that address root causes of customer pain points
- feedback to drive an exceptional customer experience and effectively respond to customer needs
- Identifies processes, policy, products and technology impacts on CX - proposes enhancements, tests, tracks and implements changes within the Business Unit

**What will make you a good fit for the role?**

**Knowledge**:

- 5+ years related work experience
- Experience with unstructured data analysis, including text analytics
- Data extraction and analysis tools including SQL, SAS, and Oracle required
- Proven experience with utilizing various statistical methods

**Skills**
- Oral and written communication skills
- Attention to Detail
- Problem solving
- Planning and Organising

**Attributes**
- Resilience
- Impact
- Influence
- Collaboration

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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