Voice Of The Customer Officer at NCBA Group

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.

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