Customer Experience Lead M/F
il y a 3 semaines
AXIAN GROUP
Open Innovation & Fintech (OIF) Cluster
Customer Experience Lead M/F
Location : Tanzania or Madagascar
AXIAN is a pan-African Group established in 15 countries and specialized in 5 sectors of activity with high growth potential: real estate, telecoms, financial services, energy and innovation.
Through its Open Innovation & Fintech cluster, AXIAN explores new pathways to transform society and always break new ground in line with its Group mandate : how to accelerate digital, financial and energy inclusion for all in Africa's context?
AXIAN Open Innovation & Fintech is looking for its Customer Experience Lead M/F
We are seeking a highly motivated customer experience lead to join our team. The ideal candidate will be responsible for enhancing the customer journey and ensuring a seamless experience across our USSD and mobile app channels. The CEX lead will play a key role in improving customer satisfaction by working with the on-ground teams in 5 key African markets.
Key Responsibilities:
- Customer Journey Management: Design, implement, and optimize the customer journey across USSD and mobile app channels to ensure a frictionless experience for the customer in all the 5 markets.
- Customer Feedback Analysis: Collect and analyze customer feedback to identify trends, pain points, and areas for improvement.
- Cross-Functional Collaboration: Work closely with product, technology and customer support teams to ensure customer-centric approaches in all activities.
- Quality Assurance: Monitor and assess the quality of customer interactions, ensuring consistency and excellence across all touchpoints.
- Customer Support Management: Oversee the customer support process, ensuring prompt and effective resolution of customer issues.
- Process Improvement: Propose and implement strategies to improve customer satisfaction and engagement. Standardize complaint handling process and work towards moving most of the customer request to self-service channel via the App or USSD.
- Reporting: Develop and maintain customer experience metrics and reports to track progress and identify opportunities for growth.
- Training and Development: Train customer-facing staff on best practices for delivering outstanding customer service.
Qualifications and Skills:
- Bachelor’s degree in business administration, Marketing, or a related field.
- 5+ years of experience in customer experience management, preferably in the fintech industry in Africa or any other emerging market.
- Fluency in French as a native language and proficiency in English are a must.
- Strong understanding of USSD and mobile app delivery channels.
- Strong communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Experience with customer journey mapping and quality assurance processes.
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