Specialist: Customer Experience and Continuous Improvement – Vodacom 133 views0 applications

Specialist: Customer Experience and Continuous Improvement

Location: Midrand, Gauteng R1.1-billion windfall for Vodacom employees

Closing date: 14 October 2020

 

The H Band Specialist: Customer Experience and Continuous Improvement position is based within the Commercial Business Unit.

 

The role of the Specialist: Customer Experience and Continuous Improvement position is to create a world-class customer experience using Design Thinking methodology. You will also be required to design and implement ideal customer journeys and optimise business processes, including people changes.

 

Your responsibilities will include:

Derive insights from operational performance data and reports to guide the re-imagine of journeys.
Detail data analysis to determine root cause of business problem.
Formulate fundamental problem statement for Customer Experience and Continuous Improvement Initiatives.
Compile business cases for Customer Experience and Continuous Improvement initiatives, clearly articulating the business problem, solution proposal, envisaged business value, etc.
Facilitate CX/CI workshops with cross-functional teams using Design Thinking methodology and Continuous Improvement tools and techniques.
End-to-end customer experience journey and business process design/mapping.
Document, present and track the implementation of improvement initiatives & post implementation reviews on implemented improvement initiatives.
Actively research best practice and new methodologies and build onto the Customer Experience and Continuous Improvement knowledge repository.
 

The ideal candidate for this role will have:

Matric / Grade 12 essential
Relevant 3 year degree/diploma essential (pref B.Com)
3 – 5 years BA experience essential
Customer Experience and Continuous Improvement related qualification essential (preferably Lean Six Sigma Green Belt/ Black Belt and Design thinking methodology)

 

OR

 

Matric / Grade 12 essential
Job specific certification / short diploma’s / short courses essential
5+ years BA experience
Customer Experience and Continuous Improvement related qualification essential (preferably Lean Six Sigma Green Belt/ Black Belt and Design thinking methodology)

The base location for this role is, Midrand, Vodacom Campus

 

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.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

 

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.


How to apply

Click here to apply

Share This:
Apply for this job