Corporate Customer Experience Analyst

Company description:

Digicel Group Limited

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Corporate Customer Experience Analyst

Primary objective of the job: 

As the Corporate Customer Experience Analyst you are responsible for gathering, interpreting and reporting on findings and improvements across all customer touchpoints by analyzing customer data through VoC and VoA programs, top query types, evaluating contacts, customer research etc. You are also required to support in the design and implementation of new or changes with products and services by collaborating cross functionally.

Main Duties and Responsibilities:

• Develop, identify and monitor key customer experience metrics
• Gather customer insights from various data points and report to the business for improvements
• Assist in conducting business process analysis and needs assessments, to align all functions within the organization
• Analyze qualitative and quantitative customer experience data on a regular basis, to identify performance improvement opportunities and positive behaviours to replicate
• Assist in Business Process Modeling, to create models that reflect an intuitive operational perspective of how the business is conducted
• Work cross functionally, creating alternatives and recommend solutions to meet the operational goals of the business area, or to solve customer pain points
• Develop and support the execution of test plans and document the results
• Collaborate with cross-functional teams to deliver and support end-to-end customer experience goals, programs and practices across the organization
• Conduct root cause analysis, to determine the underlying drivers that impact customer experience across the various touchpoints and business lines
• Utilize the Qualtrics Experience Management platform and other analytics tools, to analyze and report on closed and open-ended feedback
• Use and improve the text analytics tools to identify themes more efficiently
• Report regularly on the customer experience findings and potential solutions to the business, clearly outlining where the improvements are required (People, Process, Technology)

Academic Qualifications and Experience Required:

• A minimum of 2 years’ experience in a customer experience environment
• Customer Experience or Project Management Certification
• 5 CXC O’Levels – Mathematics & English Inclusive

Functional Skills:

• Data driven mindset that looks at all customer data
• Ability to communicate effectively
• Must be able to work cross-functionally
• Highly skilled in gathering and reporting data