NCBA Group Voice Of The Customer Officer Jobs in Kenya

NCBA Group Voice Of The Customer Officer Jobs in Kenya

Job Purpose Statement

The Voice of Customer Officer will be responsible for supporting the design and implementation of a
holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led,
customer-centric culture.

This role will work cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process.

Key Accountabilities (Duties and Responsibilities)

Financial

Improved customer life time value through continuous improvement in service delivery

Getting it right the first time by sharing research insights with product development teams and other relevant stakeholders in order to develop relevant products and improve existing ones

Internal Business Processes

Collecting and analyzing customer feedback: A VOC Officer will collect customer feedback from a variety of sources such as surveys, reviews, and social media channels. They will then analyze this data to identify key themes, trends, and insights

Reporting and presenting findings: A VOC Officer will create reports and presentations that summarize their findings and provide recommendations for improvement. These reports will be shared with various stakeholders, including executives, product managers, and customer service teams.

Conducting interviews and focus groups with customers to gather feedback on existing products or services

Collaborating with cross-functional teams: A VOC Officer will work closely with cross-functional teams, including product management, marketing, and customer service, to ensure that customer feedback is incorporated into decision-making processes and that actions are taken to improve the customer experience.

Compiling reports based on findings from research and data analysis to provide recommendations for decision makers

Identifying customer needs and then designing and implementing solutions that meet those needs with appropriate products or services

Validate company assumptions with customer data

Work closely with counterparts in other specialist teams (Data Science, BI, Consumer Research) in order to addresses client needs

Analyze large amounts of data in order to identify trends and patterns that will inform future product development efforts

Track NPS, CSAT and CES metrics to quickly enable business

resolve customer pain-points and Increase customer retention

Preparing weekly/monthly customer experience performance reports.

Conducting market research: A VOC Officer will conduct market research to gain a deeper understanding of customer needs and preferences. This may include conducting focus groups, surveys, and interviews with customers

Customer

Bi- Monthly feedback sessions with cross functional teams

Weekly team meetings to brainstorm on
initiatives.

Achieve 30% reduction on top customer
escalations through product improvement initiatives

Reporting and updating the issues on the
tracker on a weekly basis

Learning and Growth Stakeholder empowerment

Identify gaps and recommend training needs
for internal support teams.

Give recommendation on different customer
education to commercial and marketing teams

Personal Growth

Manage personal learning and development
against personal develop plan

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

Proficient in use of relevant MS Office applications and statistical packages.

Any research certification will be an added advantage

Prior experience in a similar role

Experience design certification will be an added advantage

Strong collaboration and agile mindset

Analytical Skills

Desired work experience:

At least 3 years working experience in a customer service environment and/or Voce of the customer analyst & analytics

Understand marketing enough to hold meaningful conversations with client’s marketing & business teams.

Knowledge of Quantitative research techniques and methodologies.

Hands-on experience in building data-driven models and dashboards

Strong customer service and interpersonal communication skills

Ability to analyze and interpret data in a challenging and insightful manner

Knowledge of data protection act 2019

How to Apply

For more information and job application details, see; NCBA Group Voice Of The Customer Officer Jobs in Kenya

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