Vodafone Ghana Job Vacancy For Customer Experience Strategy Manager

Role purpose

The CXX Strategy Manager will assist the Customer Experience Manager to ensure the overall design and execution of customer experience for Vodafone Ghana

This include but not limited to;

• Ensure all CXX standards are implemented
• Ensure all CXX Journeys are delivered within assigned time
• Track and monitor identified WOWs for VFGH

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• Design the overall experience for both consumer and enterprise customers as well as the execution of the overall CXX strategy.
• Define and measure CXX KPIs to ensure experience is delivered in a manner that demonstrably maximises Customer Lifetime Value and NPS while reducing customer churn.
• Deliver Customer Experience roadmap for all segments throughout various lifecycle stages.
• Create and optimise customer touchpoints. 

Key accountabilities

1. Oversee the delivery of CARE for all businesses

• Ensure all consumer CXX Journeys are delivered within assigned time        
• Ensure all WOWs are tracked, monitored and reported on.
• Ensure all consumer standards are implemented

2. Custodian for the overall customer experience across all segments, products and channels (Consumer, Enterprise, Fixed, VFCash)

• Defines operational KPIs to forge ownership and results-oriented collaboration
• Periodically reviews the customer experience across all products and channels to inform the continuous improvement of the overall customer experience delivery
• Scope out initiatives based on the defined customer experience and work with internal stakeholders to develop long-term solutions
• Develops a framework for monitoring and measuring the execution of the end to end customer experience versus the defined 
• Engage the relevant stakeholders to develop actionable plans to remedy shortfalls in the execution of the defined experience
• Work across all channels including retail, call centre and internal operations, to ensure alignment of execution towards the defined experience

3. Oversee the execution of the defined customer experience by working closely with internal and external stakeholders

• Works with the consumer and enterprise, Fixed and VFCash propositions team to ensure that new product experience is clearly defined and implemented
• Defines the end to end customer experience for all products and services

Knowledge, skills & Competencies.

• Bachelor’s degree in business administration or related discipline
• Project management, Six Sigma or related certification will be an advantage
• Telecommunications Service Quality and Customer Experience
• Experience using Microsoft Office especially proficient in excel & PowerPoint

• Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas
• Analytical thinking and good decision-making skills
• Excellent stakeholder management
• Result-oriented – able to recommend, execute and take corrective action, if appropriate
• Able to work independently, self-directed and solutions-oriented
• Strong analytic skills and ability to quickly grasp the essence of new business and process area
• Ability to work with cross-functional teams
• Good writing and presentation skills.
• Excellent communication skills