Consultant, Customer Experience

Role overview

This role is focused on improving customer experience standards across the network. The consultant will help ensure that customer service points are properly prepared to deliver a consistent and high-quality experience.

Key responsibilities

• Set, explain, and support service standards across the network so that all customer touchpoints are equipped to deliver effectively.
• Develop and support recovery approaches when service delivery falls short, and monitor service performance across various customer contact points.
• Coordinate customer experience measurement activities such as ISS, mystery shopping, and voice of customer surveys.
• Monitor and document recurring exceptions as well as cases of outstanding service across the network.
• Organize engagement sessions with relevant stakeholders after mystery shopping exercises, ISS activities, and related reviews.
• Monitor and document recurring exceptions as well as cases of outstanding service across the network.

Qualifications

A bachelor’s degree in any relevant discipline is required. Holding a professional certification would be an additional advantage.

Experience

Candidates should have at least 5 years of experience in customer experience roles or other customer-facing positions.

Additional information

Behavioural competencies

• Strong interpersonal approach
• Ability to interpret data
• Good task management skills
• Capacity to work within deadlines
• Commitment to service standards

Technical competencies

• Creative thinking
• Strong communication and assertiveness
• High attention to detail
• Solid innovation ability
• Proficiency in Excel and PowerPoint