Supervisor: Customer Experience Insight and Analytics Full-Time

Role purpose:

Act as a strategic thought partner to marketing and the wider business ensuring that the objective Customer Experience is considered in key business discussions and decisions across the Company.

Key accountabilities and decision ownership:

• Effectively distill data from Customer journey Mapping, Service evaluation and Mystery shopper reports into coherent analysis, insights, and ultimately actionable recommendations in straightforward and simple language;
• NPS, TNPS, C-SAT and CES analysis and provide with possible action plans for improvement;
• Use data to identify and support the definition, design and implementation of new customer journeys across the digital product portfolio;
• Report on all operational matters within a reasonable time and in line with the service level agreement of VM;
• Determine what is required to implement the desired changes on Business Operating Model, Process Change Implementation, Training, Organization Design and System Changes;
• Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to the team;
• Monitor employee productivity and provide constructive feedback and coaching;
• Organize workflow and ensure that team members understand their duties or delegated tasks;
• Set goals to reach our targets on the provided  KPI’s;
• Define methods of assessment that is in line with business needs and objectives of the current financial year;
• Ensure that the daily, weekly and monthly objectives are achieved.

Key performance indicators:

• Customer Satisfaction (C-SAT) 90%;
• 90% of implementation of all suggested actions;
• 100% reporting on C-SAT, TNPS, CES and FCR.

Core competencies, knowledge and experience:

• Strong analytical & mathematical skills;
• Effective communication skills;
• Computer skills skill: Excel, SQL, Pivot tables and Visio;
• Conflict management skills.

Must have technical / professional qualifications:

• A degree in Education, Business Management or relevant area;
• Strong Customer Experience background;
• Bi-lingual communication, written and spoken (Portuguese and English);
• Knowledge of VM products and service.