• Application Deadline: Fri, 22 Jul 2022 00:00:00 GMT
• Position: Voice of Customer & Service Measurement Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Not specified


• Job Field Customer Care 
  

Job Objective(s)

• Creating a wholesome portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

Roles & Responsibilities

• Manage the VOC platform and ensure feedback received aids business process and product improvement. 


• Identify and convert detractors into advocates with a well-established service recovery plan and complaints management process.


• Responsible for ensuring platform uptime and escalating issues for resolution.  


• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.


• Develop and deploy the right survey and measurement tools/metrics and analyse feedback to determine the level of culture adoption.


• Collect information from all service touchpoints, analyse data and provide tailored insights.


• Provide ad-hoc customer analyses to address specific business questions from stakeholder groups: marketing, strategy, operations, and planning.


• Develop insights from international and best practice standards to align with business strategies.


• Establish, track, and communicate key customer satisfaction metrics and identify opportunities to improve the customer experience along with various service touchpoints.


• Develop and maintain online and social feedback tracking guidelines and procedures.


• Provide data-driven recommendations for recurring VOC reports.

Qualifications

• A Bachelor’s Degree in any discipline.


• A minimum of three (3) years’ work experience.


• Extensive Experience working on Voice of the Customer programs and tools (Medallia, ResponseTek, Qualtrics or others).

Knowledge and Skills Required:

• Hands-on analytics knowledge, from reporting to advanced analytics, including statistical or modelling skills and basic understanding of related databases or CRMs.


• Background in qualitative and quantitative research techniques


• Customer Experience 


• Business and Financial analysis 


• Product Knowledge and Experience


• Ability to communicate – both verbal and written – with technical and non-technical audiences alike


• Outstanding customer and people relationship skills


• Research, Data Gathering and Analytics


• Social Media and Tech Savvy


• Good use of Microsoft Office Suite especially Excel and PowerPoint


• Result and action-oriented


• Proven analytics champion capable of executing organization-wide programs as well as identifying patterns, and hypothesis-driven problem-solving

Candidate's Profile:

• Our ideal candidate must have strong quantitative data analysis skills and previous experience building Customer Journeys and Feedback Loop Programs.

What we expect from you:

• High degree of professional ethics, integrity and responsibility.


• Highly organised, proactive, ability to work independently and take ownership of tasks assigned.


• Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.


• High sense of confidentiality and discreteness.

What you should expect from us:

• Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.


• Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.


• Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.