Global Client Experience Specialist at One Acre Fund

About the Role

The Global Client Experience Specialist serves a crucial global coordination and support role. In each of our countries of operation, we have a suite of client protection activities -- trainings for staff and clients; customer service hotlines and surveys; and investigatory teams to follow-up on policy violations. The Global Client Protection team sets minimum standards, drives cross-country agreement, and supports in-country teams. The team's primary metrics that you will be responsible for include mystery shopper exercises, survey data output, CX health, CE toolkit. The Global Client Client Experience Specialist will play an integral role in all department activities. You will report directly to the Global Client Protection Lead and will be part of the Global Business Operations team

Responsibilities

• Support country teams in organizing, implementing, and analyzing customer journey mapping exercises 
• Support country teams in organizing, implementing, and analyzing mystery shopper exercises
• Support country teams in removing customer pain points, as identified in journey mapping and mystery shopper exercises 
• Periodically review and improve survey methodology
• Provide tools and trainings that enable in-country teams to implement the CX survey
• Periodically update and improve the customer engagement (CE) and mobile network operator (MNO) toolkits 
• Establish minimum standards for contact center teams and support them in the achievement of those minimum standards
• Provide tools and training that enable in-country teams to provide exceptional customer service through their contact centers.
• Ensure accurate population of CE/CX sections of the client protection heatmap
• Populate the CX heatmap on a quarterly basis
• Support in-country teams in the creation of periodic CX survey reports
• Improve x-country comparability of CE/CX data
• Explore new ways of understanding and improving the One Acre Fund customer experience across all countries of operation.
• Explore technology, tools, and techniques to improve the level of service provided by our contact centers.
• Liaise with and support the digital UX team to encourage user-centered design practices and better digital journeys for clients.
• Manage low- to medium-complexity projects that trial and scale these innovations

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• 3+ years of work experience serving microfinance clients in a customer experience/ call center management role and a Bachelor's degree
• Demonstrated hotline system management, project management skills
• Demonstrated Zendesk, PBX, Kissflow and Kobo proficiency
• Demonstrated survey design and execution skills
• Synthesize large amounts of data, identify trends across multiple countries, and prioritize main takeaways and actions.
• Advanced (Power Bi, Excel (can perform complex functions) and SQL) are a bonus.
• Demonstrated leadership experience at work, or outside of work, enthusiasm for learning, and conflict resolution
• English required; French, Swahili, or Kinyarwanda good add ons.
• Humility