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Reference : QR3418
Job Title : Business Analyst Customer Experience
Sector Title : Marketing & Branding
Area : Johannesburg

The Business analyst will be responsible for the roll out of all customer experience measures that the business/organisation agrees to The Customer Experience Business Analyst will be responsible for consistently analysing the customer data segments and provide insight and feedback to the Customer Experience department This role is also responsible for setting up the customer profiles and personas that the business will use to define its service offerings There will be further requirements for this individual to conduct deep dives to understand customer behaviour through surveys either telephonic face to face or online

Key Performance Areas
NPS/Customer Experience Satisfaction Rollout and Management
Execute the net promoter system rollout NPS for the business and work with stakeholders in the different business units to ensure alignment
Develop a holistic approach to customer feedback across multiple channels to incorporate NPS
Identify the key levers to improve NPS and market research to better understand from customers what else can be done to improve performance
Implement an ongoing change management programme to embed a culture of customer centricity within the business
Manage employee and supplier NPS and work with key stakeholders across the Group to ensure alignment
Contribute to the development of new customer experience KPIs metrics and tracking methodologies that provide complete customer journeys

Customer Insights and Voice of the Customer Roll Out
Diagnose customer needs and preferences identify specific action plans to address these needs
To identify new and more insightful ways of communicating analytical outcomes to relevant stakeholders through the exploration of visualization techniques storyboards journey maps dashboards
Continuously scan the external environment to establish emerging trends and developments in the market that relate to customers competitors and customer experience
Conduct deepdive analysis and investigations to better understand an end to end customer experience including touch points crosschannel behaviors drivers preferences and segmentation
Anticipate and proactively address obstacles that hinder customer experience delivery across all touch points
Reporting and Trend analysis Conduct trend and root cause analysis and communicate results and feedback reports to relevant stakeholders
Identify areas for continuous improvement and provide implementation solutions

Customer Segmentation
Participate in the development of system capabilities within advanced analytics and modelling data mining and database marketing
To support the team&rsquos analysis service through the provision of both regular and bespoke reporting marketing campaigns results summaries and other related analysis projects
To work with BI in translating complex data into actionable insights
Segment design and persona design
Translate segmentation results into pen portraits and customer profiles that can be used in training interventions
Work with other business units in market trend identification consumer research business case development product positioning and pricing philosophy preferred by customers

Complaints Management
Performance monitoring Conduct regular customer experience quality monitoring and moderation sessions within the area of responsibility to ensure compliance with company policies processes and procedures
Facilitate various customer service committees and projects
Providing expert advice and support to staff on the handling of complaints on investigation techniques and carrying out root cause analysis and providing feedback
To take a leading role in the maintenance of complaints reporting and tracking system

Reporting and Defining Measures
To take responsibility for the provision of reporting and analysis and the translation of this into actionable insight that will guide the customer centricity initiatives
Gather information about potential customers competitors suppliers and economic conditions

4 to 5 years working experience as Customer Experience/Business Analyst
1 to 2 years management level
Must have Matric
Degreed Business Statistics Information Systems Marketing
Preferably NQF equivalent
Visio/ ARIS process modeling tools
BI Tool/ BI Reporting Tools
MS Project

Salary Market related

Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful


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