Specialist CX Analytics VOC Management
PMCL-JAZZ (Formerly known as Mobilink)
Islamabad, Islamabad, Pakistan
1d ago
source : Mustakbil

Location : Islamabad

Last date to apply : 13th September 2021

What is Specialist CX Analytics amp; VOC Management?

The role reports directly to the Stream Head CX Management, Design amp; Usability and has 3 people reporting directly into it with an extended team of 9 team members

What Specialist CX Analytics amp; VOC Management does?

Key responsibilities

  • Process customer feedback, convert into Actionable Insights
  • Work on root cause analysis against customer pain areas by deep analysis of customer feedback data
  • Design reports to track and monitor customer experience amp; recommend ways for overall improvement
  • Evaluate Products amp; Processes in consultation with stakeholders and identify opportunities to enhance customer experience
  • Weekly amp; Monthly reporting of Voice of Customer trends and findings
  • Work with BI on customer data to create correlation with respect to behavior, Usage, Handset etc.
  • Key Deliverables

  • Conduct analysis between overall Departmental targets and actual performance, drilling down to the root causes / problematic areas and recommending corrective measures
  • Identify quick fixes outside the touch point domain, assignment of tasks and keeping a follow up log of all quick fixes
  • Consolidate customer insights from a variety of sources (e.g. transactional data, surveys, inbound calls, campaign responses) to provide a more comprehensive and consistent view on VOC
  • Engage Marketing, Technology, Regions, Digital amp; Customer Operations team for highlighting issues and have proper followup on its corrective Action Plan
  • Engage Higher Management for creating visibility of Bottom-up NPS and customer pain areas
  • Run Ad-hoc business analysis on impact of price revisions, sales, promotional offers, events, subscriber activity
  • Conduct Regular Forums with Stakeholders amp; Management within and outside Commercial Division
  • Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.


    What are we looking for and what does it require to be Specialist CX Analytics amp; VOC Management ?

    Experience and Educational requirements

  • Minimum bachelor’s degree from a reputable university
  • Experience of working in Customer Experience
  • Experience of working in Telecom Sector
  • Experience of Operations management
  • Experience of Voice of customer management
  • Experience of Stakeholders management
  • Soft skills and technical skills required

  • Proficiency in Microsoft Office Suite
  • Strong communication, organizational, operational and people skills
  • Highly presentable
  • Sound analytical and problem-solving abilities
  • Strong interpersonal skills
  • Energetic self-started
  • Excellent presentation skills
  • Experience of working on Databases amp; large sets of data using Excel
  • 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 70 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.

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