Senior CX Strategic Planner

3 weeks ago

Cape Town, Western Cape, South Africa Amazon Commercial Services (South Africa) (Pty) Ltd - N09 Full time
About the Job

Amazon Commercial Services (South Africa) (Pty) Ltd - N09 is seeking a highly skilled Senior CX Strategic Planner to join our team. This is an exciting opportunity for a customer-focused professional to drive strategic initiatives that enhance the customer experience.

Key Responsibilities
  • Define and Deliver CX Roadmap: Develop and execute a comprehensive customer experience roadmap that prioritizes key initiatives and drives measurable improvements.
  • Lead CX Metrics and Performance: Take ownership of key customer experience metrics, track progress, and deliver year-on-year improvements that exceed expectations.
  • Set CX Agenda and Priorities: Establish the customer experience agenda and set priorities for initiatives that drive long-term value and customer loyalty.
  • Deliver CX Insights and Recommendations: Analyze customer data, identify trends, and provide actionable insights and recommendations to drive business decisions.
  • Collaborate with Cross-Functional Teams: Work closely with product, technology, and business teams to drive CX initiatives and ensure seamless execution.
  • Analyze and Improve CX Processes: Identify opportunities to improve customer-facing processes and develop solutions to drive efficiency and effectiveness.

BASIC QUALIFICATIONS

  • Previous experience as a senior CX manager, program manager, product manager, or continuous improvement leader.
  • Experience working in large complex global organizations, in a B2C context.
  • Customer-obsessed with a track record of understanding and advocating for customer needs and driving improvements on behalf of customers.
  • Track record of delivering measurable improvements to the customer experience.

PREFERRED QUALIFICATIONS

  • SQL and analytical techniques such as hypothesis and regression analysis.
  • Background in ecommerce, retail, or logistics.
  • Direct experience using business intelligence reporting tools (Tableau, MicroStrategy, etc.).
  • Expertise in Six Sigma defect reduction techniques (DMAIC, etc.).
  • Formal program and project management experience and related certification.
About Amazon

Amazon is an equal opportunities employer, committed to diversity and inclusion. We welcome applications from all members of society, irrespective of age, sex, disability, sexual orientation, race, religion, or belief. We are committed to Employment Equity and welcome applications from South African citizens who are members of designated groups. We are required by law to verify your ability to work lawfully in South Africa.

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