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.

Key Accountabilities

Develop CX design strategy, Business analysis practice within MAL

• Define and share an overall MAL 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 within MAL
• Drive Customer centricity in the organization
• Champion Customer First Culture
• Design and implement a Close looping and Root Cause Analysis framework to address customer pain points

Conduct CX designs

• Develop and validate both current-state and future-state experience maps with cross-functional teams and/or customers 
• Document Future state experiences from Current state experiences
• Collaborate with business leaders and identify necessary initiatives and capabilities to bridge gaps
• Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes
• Collect, organize, and translate quantitative and qualitative voice of the customer data in order to develop concept prototypes and artifacts 
• Conduct and/or partner on Customer studies, organize findings in order to inform corporate projects and cross-functional initiatives
• Discover customer and business needs through contextual inquiries, qualitative and quantitative research, and identify solutions to meet those needs.
• Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to evaluate the customer’s experience.
• Use storytelling to share discoveries, influence business partners, and create energy around an idea

Build Capability of CX Design

• Design and see-through implementation of solicited and unsolicited feedback from customers about their experiences within MAL 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 MAL 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.

Perform other duties as assigned. 

Run improvement programmes

• Prioritize and drive programmes to improve CX
• Implement and develop business cases to motivate initiative

Job Requirements

The incumbent is required to have the following qualifications and experience level:

• BA 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 8 years’ experience in running a large Customer Experience environment
• Experience with working with African markets would be an advantage
• Good overall experience in all areas of the MAL Business
• Excellent Understanding and proven track record of use of Project management principles
• MCA Product / Service knowledge an advantage
• Experience in Care channels.

 The incumbent is required to have the following technical competencies: ·    § Relationship building

• Deadline Driven
• Strong Coordination Skill
• Conflict Management
• Strong Analytical Skill
• Strong Communication Skill
• Presentation skills.
• Business and Financial Management
• Portfolio reporting
• Project management
• Operations/Care Management
• Report writing - audience Snr Management & Exco
• Planning and Organizing

Behavioral Competencies

• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritization
• Analytical Thinking
• Cross-cultural communication

How to Apply

Interested candidates are invited to send their CV through CLICK HERE

hortlisted candidates will be contacted.