Comcast Nps Champion

**The NPS Champion is responsible **for 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.

1. Research and analysis
- Leverages transactional, behavioral, demographic, survey, and NPS feedback data to inform stakeholders and to identify, size and address business issues and opportunities to increase conversion, revenue, margin, customer satisfaction and other KPIs, as well as to support investment and other strategic decisions.
- Conducts NPS research, including text analytics, amalgamation of multiple data sources, cross-platform survey data analysis, and ad hoc analyses
- Supports the establishment of goals and metrics for measuring the organization’s performance against customer experience objectives
- 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.
- 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.
- Employs rigorous analytical methodologies. Employs new methodologies and technology to improve efficiency, accuracy and timeliness of results.
- Applies statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints

2. Reporting
- Ties customer feedback data to customer behavioral data to drive impactful insights and recommendations
- Presents results and translates complex findings into layman’s terms
- Continuously drives reporting improvement and efficiency by simplifying and making recommendations for automating where possible, eliminating redundancy across the organization, 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.

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
- Participates in communicating research results to executives and other stakeholders
- Establishes and maintains a formal process for cultivating, analyzing and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs

**Requirements**:

- 2-3 years customer experience
- Preferably NPS Certified
- Experience with unstructured data analysis,
- Data extraction and analysis tools supplied by client
- Expertise in presenting data visually to provide a clear story

**Salary**:
R254 426

Shift allowance: R1000 pm

**Salary**: R254,426.00 per year

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)