Principle Accountabilities


Ensure service standards are defined and documented.
Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
Work with external research partners to manage market research projects and ensure alignment with business goals.
Develop customer personas and segmentation strategies to better target customer needs and preferences.
Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.


Minimum Qualifications, Knowledge and Experience

Academic Qualification


Bachelor's Degree from a recognized University.


Experience


At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
Strong project management skills with the ability to handle multiple priorities.
Ability to work cross-functionally and build relationships with key stakeholders.