Customer Experience Specialist

3 weeks ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Marketing**Function**:Customer Experience**Date**:18 Apr 2024**Key** **Purpose**

The Customer Experience Specialist (Junior) is responsible for improving value to customers and Discovery, by enhancing existing and enabling new strategic customer journeys and experiences. The success of this role will be measured through the delivery of key outputs and deliverables which support customer experience initiatives and projects. They will achieve this by leading specific tasks, outputs or workstreams on strategic customer experience projects and programs of work. They will be required to have a basic to intermediate understanding of customer experience management practices, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives. This role provides the opportunity for a junior customer experience specialist to join the Discovery Marketing Customer Experience team and rapidly grow into a more senior role.

**Key **Outputs**

**Areas of responsibility may include but not limited **to**:

- Join multi-disciplinary and cross-functional teams (product, operations, data science, systems and digital, marketing, etc.) where they will own specific tasks, outputs or workstreams which supports strategic customer experience projects to solve customer opportunities.
- Participate in hypothesis-driven customer journey workshops, validating with customers, prioritizing recommendations, and piloting changes before global roll-out.
- Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities.
- Performs customer experience analytics and collect voice of customer data / insight, working with customer experience specialists / senior customer experience specialists and other team members.
- Synthesizes data and analytics and provides summary interpretation of what it means and how the data helps drive the brand promise.
- Communicates and shares customer experience data and insights data and updates documents so all stakeholders have current information.
- Leads by example by being the advocate for the Customer Experience across Discovery Marketing.

**Key Skills and **Knowledge**

**Skills**
- Ability to visualize customer experience data and insights.
- Ability to calculate and interpret common CX metrics and systems (NPS, CES, etc.)
- Ability to project manage basic or simple actions and deliverables.
- Ability to use Excel to analyse data and create visuals.
- Ability to use stories to compellingly and effectively present customer feedback to stakeholders.
- Ability to collect customer experience feedback and VoC input (qualitative and quantitative) from customers.
- Ability to presents and explains customer experience data to internal stakeholders in Discovery Health.
- Ability to map basic to intermediate customer journeys and experiences.

**Knowledge**
- Customer experience strategy.
- VoC methods.
- Customer experience metrics.
- Customer experience and journey design and mapping.

**Education and **Experience**
- Higher education certificate (Matric Certificate)

**Preferred** **Education** **and** **Work **Experience**
- Bachelor’s degree (BSc, B Com, BA).

**Advantageous**
- CCXP (Certified Customer Experience Professional).
- CEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation.
- ACXP (Accredited Customer Experience Professional).
- ACXM (Accredited Customer Experience Master).
- EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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