COORDINATOR: CUSTOMER EXPERIENCE – Water Utilities Corporation

COORDINATOR: CUSTOMER EXPERIENCE X1 (HEAD OFFICE)

Closing Date : 08 Mar, 2021

Job Detail:

Position Purpose

The role leads the development and management of all service improvement initiatives across WUC service delivery value chain.  Also responsible for oversight of Service Quality Assurance and Governance frameworks by all its stakeholders across the Corporation.

To continuously engage, measure, monitor and report on the WUC’s relevance and conformance to customer expectations and preferences in terms of Channel/Touchpoint service delivery, Product Satisfaction (Water Quality) and Communication needs.

Key Responsibilities

• Customer Analytics
• Voice of the Customer
• Customer Experience Management
• Service Quality Management
• Service Improvement
• Change Management
• Service Monitoring and Reporting
• Financial Management, Compliance & Governance, Culture

Outputs and Measures

• Internal and External Customer Satisfaction Framework and Metrices
• Management of service quality standards and framework
• Customer behavioural patterns and feedback analytics
• Customer centric culture (Customer Experience Maturity Index)

Qualifications and Experience

• A Bachelor’s Degree in Business Management / Marketing / Information Systems or Business-related field with a minimum of two (02) years’ experience serving in a Customer service improvement role or similar OR
• A Diploma in Business Management / Marketing / Information Systems or Business-related field.  Minimum of four (04) years’ experience in managing services or product improvement initiatives, preferably in customer service development role
• Experience in conducting qualitative and quantitative marketing
• Valid Driver’s license (Class B)

Competencies

• Customer Insights/Analytics
• Customer segmentation & value determination
• Research & Development
• Customer Strategy & Value Proposition
• SLA Negotiation and Management

Renumeration

Salary    :  An attractive Salary Package

Commensurate to the market

Leave    :  25 working days per annum

Pension :  A Contributory Pension

Scheme (16.5% WUC and 4%

Employee)

Other Benefits

• Group Life Assurance (24-hour coverage)
• 50% paid by the Corporation towards Medical Aid
• Non-Guarantee Mortgage Loan Scheme
• Non-Guarantee Auto/Car Loan Scheme
• Non-Guarantee Personal Loan Scheme