Manager, Voice Of Customer at NCBA Group

Job Purpose Statement

Responsible for the strategy, design and solutioning of a holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led, customer-centric culture. This role will also be responsible for driving and implementing a VOC programme and CX measurement framework, working 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 (10%)

Design and implement a framework that will continuously deliver;

• Optimal efficiency, compliance and cost containment through reduced exposures and impact of risks associated with service provision in line with policies, regulatory guidelines, Consumer Protection Act (Kenya) and any other consumer guidelines as guided by country of operations.
• Improved customer life time value through continuous improvement in service delivery.
• Measure financial impact against CX related SLAs 

Internal Business Processes (30%)

• Develop the required reporting framework and build meaning dashboards to deliver an insightful overview of customer sentiments/satisfaction for adoption and usage.
• Define and implement the required tech/systems to capture the metrics needed; work with Data team to ensure all data points are joined up to create an end to-end view 
• Conceptualize and implement internal programmes to get VOC closer to the ground - enabling all staff to appreciate customer pain points and devising action plans to improve customer experience.
• Run VOC Forum sessions; engage the management and cross-functional teams to deep dive on core issues and use the data to find the answers
• Build an end-to-end measurement and improvement process to drive a close loop, iterative improvement process
• Drive customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions.

Customer (50%)

• Drive CX measurement framework & metrics (NPS, CSAT, User love metrics etc..) by developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes
• Set up and run a comprehensive Voice of Customer Programme - define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, branches, Social Media, Reviews etc…)
• Scope and implement the tracking methodology for capturing customer interactions and feedback across the customer touchpoints - enabling a single view of customer satisfaction across their customer journeys.

Learning & Growth (10%)

• Stakeholder empowerment  Identify and support CX coaching consumer insight needs for stakeholders at various levels Personal Growth
• Manage personal learning and development against personal develop plan.

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.
• Certification in Quality Assurance an added advantage Certification as a research analyst  Quality Assurance experience an added advantage  

Desired work experience:  

• At least 6 years working experience in a customer service environment and/or customer insights & analytics