Customer Experience Manager Full-Time

PHCC is recruiting for one of its clients, a CX Manager, to be based in Maputo:

Purpose of the Position:

• Set CX design principles to corporate projects and cross functional initiatives that drives new product implementations and CX improvements that ensure the customer’s voice is heard through a hands-on approach that includes strategy formulation, sprint design and facilitation, journey and concept design, and qualitative research;
• Implements Design Thinking across the organization.

Implement CX design strategy, Business analysis practice within company Tasks:

• Implement and share an overall customer experience strategy that describe the intended customer experience;
• Work collaboratively with the leadership team and stakeholders to inform, design and implement customer journeys and communications across all contact channels which will transform the Customer Experience;
• Define branded CX programs for different needs-based, as well as tenure based customer segments;
• Dedicate senior leadership to Customer Experience function to establish it as an enterprise strategic imperative;
• Constantly build knowledge of thought leading customer experiences to ensure the organization becomes the reputed leader in creating the best & most consistent consumer experience;
• Define and build business analysis and process analysis competency within the Customer Group, using CX;
• Build Design frameworks/practices.

Build Capability of CX Design

• Design and see through implementation of solicited and unsolicited feedback from customers about their experiences within company country;
• Create awareness and practices/ processes with regions/ countries to gather input from frontline employees about their experiences with customers;
• Monitor and report voice of customer on a company level and customer sentiment in real-time from across physical and digital channels;
• Facilitate, govern, analyze customer insight drawn from across research techniques and organizational boundaries to obtain a 360º view of the customer and identify key pain points and opportunities to delight;
• Publish and communicate customer insight in a way that is easy for employees to understand and use;
• Teach internal teams and partners human-centered design techniques to improve their every-day processes.

Qualifications and Experience

• BCom Degree or equivalent qualification;
• Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies.
• Minimum of 5 years’ experience in running a large Customer Experience environment;
• Experience with working with African markets would be an advantage;
• Excellent Understanding and proven track record of use of Project management principles;
• Experience in Care channels.

Technical Competencies

• Relationship building;
• Deadline Driven;
• Strong Coordination Skill;
• Conflict Management;
• Strong Analytical Skill;
• Business and Financial Management;
• Portfolio reporting;
• Project management;
• Operations/Care Management;
• Strong Communication, Presentation and Report Writing Skill – audience Snr Management & Exco.

Send your application (in English) to consultantmz1@phccglobal.com

The deadline is 6th Feb. 2019. Only the shortlisted candidates will be contacted.