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#Post#: 305303--------------------------------------------------
Customer Experience Project Manager at Jumia Nigeria
By: myschooltalkpaul Date: August 26, 2018, 12:44 am
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Jumia is Africa's leading internet group, with already over
3,000 employees in more than 20 African countries and huge
successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals,
Jumia House, Jumia Jobs and Jumia Services. It is led by top
talented leaders offering a great mix of local and international
talents and is backed by MTN, Millicom, Rocket Internet, Axa,
Orange, Goldman Sachs & CdC.
We are currently looking for talented people with a passion for
emerging markets and Africa to join our team and embark on our
exciting journey in the position below:
Job Title: Customer Experience Project Manager
Location: Lagos
Job Type: Full Time
Job Description
This role is responsible for the management of projects in
Customer Experience [CXP] aimed at initiating, driving, and
supporting new business initiatives, improving and maintaining
efficiency and effectiveness of processes, as well as leading
changes to support CXP strategy, tactics and service leading to
ongoing customer experience improvements.
In particular you will:
Distil customer insights into business recommendations by
identifying meaningful customer indicators and trends and by
performing root cause analysis to improve the customer
experience
Support projects aiming at improving and maintaining operational
KPIs such as Customer Satisfaction (CSAT), Net Promoter Score
(NPS), Quality of service, Productivity KPIs, etc.
Work with cross-functional teams to build the business cases and
plans for improving specific customer issues.
Monitor other key customer-based projects progress and ensuring
timely delivery of results.
Design user-friendly tools, reports, dashboards and KPI’s to be
used by management for customer KPI’s
Identify and prioritize key touchpoints in the journey and
design listening posts to capture stakeholder feedback at these
listening posts.
Regularly gather data from NPS surveys and report trends to
manager along with insights and observation
Required Skills & Qualification
Bachelor's Degree in Technology, Engineering or Analytic or
related field
5+ years in service, operation, project management or process
improvement
Experience in roles which organized aggregated customer data to
analyze trends and feedback while developing plans based on
emerging customer needs/requirements
Ability to coordinate activities within cross-divisional and
cross-functional teams
Track record of on-time, on scope, high quality implementations
Proven experience of IT delivery management for significant
change initiatives
Advanced skills with Excel desired.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
HTML https://africainternetgroup.peoplehr.net/Pages/JobBoard/Opening.aspx?v=47bed60b-ddbb-4cb1-beaf-0997dc9fe3a9
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