Job Description
As a Customer Experience Specialist, you will be responsible for ensuring global customer feedback, insight, and sentiment within Retail and Contact Centres. This role involves capturing customer feedback and data across all contact centre interactions, implementing speech analytics to gain actionable insights, and tracking changes in customer interaction types. You will also manage stakeholder requirements and advocate for the use of speech/text analytics to drive understanding and deliver benefits across the entire Commercial and Operational teams.
You will work closely with CCMs, Resource Planning, and head office teams to ensure operational, revenue, and employee performance data is brought together. You will create employee, team, and site performance analysis to recognize successes and weaknesses, and develop and manage reports to engage stakeholders and users.
You will analyze customer, employee, and operational data to identify trends across sites, markets, products, seasons, and services. You will also be responsible for ensuring customer data and regulatory requirements are met, liaising with the Data Privacy Office, Internal Audit, Revenue Optimisation, Finance, Fraud Management, and E-commerce teams regarding compliance rules and fraud mitigation for retail and contact centre operations.
Job Requirements
The ideal candidate should have a degree or Honours (12 + 3 or equivalent), 5+ years of commercial or sales experience, ideally in retail or contact centers, experience in data analysis, reporting, reservations, customer experience, and contact center operations, knowledge of Speech/Text Analytics tools, strong data and analysis skills, and negotiation and decision-making abilities..
