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.