Experience Design & Innovation Officer – Cameroun
UBA Cameroon
Lieu, Non spécifié, Cameroon
·26 May. 2023
·Non spécifié
·Commerce - Vente - Distribution
·Commercial
We are looking for a EXPERIENCE DESIGN INNOVATION OFFICER
Does your profile match the requirements for the position ? APPLY NOW
- Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
- Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure
- Provide oversight to ensure cross-functional teams work together and share responsibilities for improvement
- Monitor progress of the initiatives towards meeting business objectives and desired outcomes based on agreed preventive and corrective actions to be taken
- Provision of regular updates on Process Change
- Guide team in effective client issues resolution and handle any escalations
- Development and delivery of a comprehensive CX Improvement Programme, which could include customer service, infrastructure and process change
- 100% Stakeholders engagement and implementation of Key improvement initiatives.
- Achieve 90% Customer Satisfaction rating
- Achieve a Net Promoter Score of >10
- Achieve a Customer Effort Score of <=3
- 30% reduction in Customer Complaint across all channels
- Customer journey mapping
- Data Analysis
- Product and process Knowledge
- Proficient in MS packages
- Problem Solving
- Project Management
- Attention to details
- Initiative
- Goal Oriented
- Organized
- Customer Centric
- First degree in any field
- 1-year experience as an Operations personnel.
- Innovative thinking
» Années d'expérience: Entre 1 an et 2 ans
» Motivation letter
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