Mobilink Jazz Pakistan Announced Jobs For Expert Voice of Customer (VoC) - JazzCash
Location: Islamabad
Function: Digital Financial Services (JazzCash)
Last date to apply: 31st Aug, 2022
What is Expert Voice of Customer (VoC)?
This role is responsible for conducting NPS scores and other CX KPI’s surveys, design and conduct VOC sessions with different segments and ensure that all aspects of design, flows, and experience are discussed in the VOC sessions.
The role reports directly to the Head of Customer Experience (JazzCash) and will be an individual contributor role.
What does Expert Voice of Customer (VoC) do?
- Design and lead new and emerging VoC and VoP programs that provide the Organization with actionable customer and partner experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process
- Lead internal change management and training efforts related to new VoC and VoP programs
- Top line and in-depth analysis of customer and partner data to determine significance of trends and impact on business and customer health
- Utilize different technologies to gather and synthesize customer (or partner) feedback data with associated business data to determine key drivers of customer success, loyalty, risk, churn and overall experience, and then translate them into actionable insights
- Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer and partner experience improvements
- Inspire the organization to listen, understand and act on customer and partner feedback as an effective data-driven storyteller
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
Requirements
- What are we looking for and what does it require to be Expert Voice of Customer (VoC)?
- At least 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research
- Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based survey
- Knowledge of a variety of survey design and research methods
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
- Experience applying statistical techniques and working knowledge of statistics concepts.
- Experience designing and developing reports
- Demonstrated passion for Customer Experience and acting as an advocate for customers
- Strong critical thinking, influencing, and relationship management skills
- Experience using enterprise level survey tools a plus
Benefits
Why Join Jazz?
As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.
