Quality Analyst

Money Protects Software Solutions

Responsibilities

The Customer Experience Manager is responsible and accountable for (but not limited to) the following:

• Shaping the customer communication programme and driving consistent brand messages across all delivery platforms


• Work cross-functionally with the Co-Founders and other business functions such as Sales/Business Development, Product Development Team, Operations, and any other ancillary services etc. for implementation of projects/initiatives to improve customer satisfaction.


• Implements standardized processes procedures across the group for handling customer complaints / communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues.


• Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.


• Provides direction guidance to customers in all categories for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business


• Pro-actively identifying possible gaps and challenges and executes online and offline actions to ensure customer experience is not compromised and the customer is left feeling delighted with the service offerings of splidu


• Consolidates and analyzes solution-wide reports & customer centric data & trends; recommends to Management, ways and means of overcoming service shortfalls to promote customer delight. Designs and delivers projects which help achieve tangible outcomes.


• Monitors and ensures that operational related KPIs are achieved for customer experience across all categories e.g. Average Response Time;


• Work in close collaboration with the Product Development team (internal and external) to define requirements and identify the infrastructure capable of best supporting seamless engagement, service delivery at each customer touchpoint


• Collect and translate insights into tangible design opportunities to inspire innovation


• Contribute to defining the project perimeter and building innovative business strategies that take into account the needs of users, business requirements, and project constraints.


• Analyze failure or pain points within existing services and experiences and identify root causes for that failure


• Set up and run the overarching Voice of Customer Programme define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, Web, Omni-channels, Social, Reviews etc )


• Define and establish the bank-wide CX measurement framework & metrics (NPS, CSAT, User love metrics etc..)- developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes


• Responsible for customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions

Requirements

To thrive in this role, you probably have a few years of experience in a similar role, preferably in the hospitality and food tech space. You are not a stranger to processes such as increasing net retention, minimizing the churn, upselling, growing customer portfolio and managing the budget.

We are a data-driven company so it s good if you like working with data and reports, making sure you can demonstrate the challenges and achievements to the whole organization. Understanding of the overall solution at a detailed level is imperative to provide the level of support expected to our customers.

• Whilst some relevant experience will be helpful, we have seen that common sense and the personality and attitude to drive customer excellence exist in a few we are looking for that spark in people s eyes to truly move the needle in the right direction


• Ability to operate in a growth environment, dealing with ambiguity


• Capacity to understand, articulate and position the value of an assurance-based solution to the customer


• Passion for sustainability related topics. Strong interest in digital technologies related to trust, transparency and the digital transformation of food tech


• Flexible and service minded with the ability to simplify and have a high degree of resilience


• Results oriented having a sense of urgency and can do attitude


• Innovative and enthusiastic approach to problem-solving


• Expertise in insights generation to drive positive outcomes in customer experience using experience management tools such as Customer Journey maps, personas etc


• Affinity for working with quantitative data, while appreciating the art form that comes with applying it to customer engagement


• Excellent ability to break down and communicate complex ideas


• Data analysis ability with a solid understanding of links to commercial business


• Skills and familiarity with CX measurement, data tools and survey platforms (Qualtrics, Medallia, Teradata, Tableau, Salesforce etc)


• Excellent analytical and communication skills


• Familiarity with both quantitative and qualitative research methods + research best practices


• Excellent project management abilities, working closely with multiple stakeholders


• Hands-on experience in building data-driven models and dashboards


• Desire to collaborate with the team and build working relationships


• High level of ownership, quantitative acumen, and entrepreneurship