Client Experience Specialist at NTT Ltd

4 weeks ago

Nairobi, Kenya NTT Ltd Full time

NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn't stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great things with technology to enable a more secure and connected future.
SUMMARY

He/She partners closely with internal and external stakeholders to collect feedback & information, create journey maps & standard operating procedures that provide insights to client needs, drive improvement of client experience, and create operational efficiencies.
The CX Specialist creates high value journeys and initiatives for our Crew and Clients Experience Journey as they interact with our growing portfolio of services, applications, products and solutions.
The CX Specialist plays a critical role in implementation, monitoring and developing new initiatives that provide service insights leading to action for our business. He/She brings proven methods and solutions to improve the way we work, how we support our customers.

MAIN RESPONSIBILITIES:

Lead discovery sessions to deeply understand the current customer experience today, perform research with our Crew and Clients to understand more, and work cross-functionally to define the future state.
Apply design thinking in collaborative environments to innovate and improve the Crew and Client Experience.
Use Voice of the Customer Program and operational data to gain insight across the customer journey and use date to ideate, design and implement best experience journeys across different touch point.
Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement.
Determine root-cause for complaints related to Crew and Client Experience that are not on a high value journey and develop initiatives to get them back on track
Work closely with internal and external partners to plan and execute strategic initiatives and defined experience journeys.
Set and communicate goals, action plans, and key metrics for business functions aligned to Service Experience Enhancement
Create standardized playbooks and interventions for each point in the customer journey
Develop key benchmarks and measures of success aligned to Client and Crew Experience.

Qualifications, Experience, Skills & Knowledge
Qualification:

Bachelor’s degree; concentration in Business, Marketing or Communications or equivalent experience
Client Experience Certification – CXS
Service/Client Journey Design certification and experience.
IT Background or having worked in an IT organization highly desirable.

Skills, Knowledge and Experience:

2+ years in a project management, process improvement or service experience role.
Experience in gathering and interpreting customer experience information.
Experience running journey mapping, service design, or design thinking workshops
Detail oriented with strong organizational and project management skills.
Has strong storytelling abilities, verbal and written communications, social interactions, and a proficiency with technology
Prior experience at a services or product company creating and implementing customer experiences based on data-driven insights
Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment
Experience in working with multiple work streams within a complex, high growth environment
Strong interpersonal and communication skills; excellent verbal and written skills; ability to work independently and remotely

Skills Summary

Business Insights, Client Satisfaction, Conducting Surveys, Market Research

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