Picture

​
CX DESIGN MANAGER
Category: Multichoice Africa Holdings Operations
Level: Senior
Closing date: 26 Oct 2023
Position Type: Permanent
Location: MultiChoice City

Job Description:
MultiChoice Africa Holdings (MAH) provides a multi-channel pay-TV and subscriber management services in 49 African countries including Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana and Mozambique. The company promotes the creation, showcasing and building up of local African talent. As an African business, the organization has brought both social and economic benefits to the communities in which it operates, in terms of access to information and job opportunities.
 
MultiChoice has a COVID-19 mandatory vaccination policy to ensure a productive and healthy workplace. By submitting your application for employment, you warrant to MultiChoice that you are fully vaccinated against COVID-19 and accept that you will be required to submit your vaccination certificate during the recruitment process. In processing your information, we will comply with the requirements of the Protection of Personal Information Act.
 
Department: MAH CX & Care
Division: MAH Customer
Location: South Africa, Randburg
Reports to: Senior Manager: Customer Experience & Customer Quality
Direct reports: 2



​
Purpose of the role:
  • Work with business units and CX Design Analysts to design a holistic customer experience, uncovering customer needs, pain points and translate into business opportunities for business units and wider stakeholder groups
  • Conduct review of customer journeys to ensure consistency and alignment with overall experience strategy and principles. Guide respective experience design teams and BU to address pain points and inconsistencies and to drive improvements
  • Champion Design Thinking within the larger Multichoice Africa organisation and upskill the CX Design Analysts through ongoing training and project support. Explore opportunities for technology and design innovation across CX Design touchpoints
  • Responsible for setting the direction and operation of the CX Design as a function within the MAH team
  • To create and maintain the CX Design generated pipeline across the customer journey
  • To challenge, grow and nurture the CX Design culture within MAH
Key Accountabilities
Develop CX Design capability  
  • Shape the CX Design team which is aligned to overall MAH strategic goals and industry best practice
  • Provide thought leadership to the organisation around CX Design improvement trends
  • Develop principles, strategies, and frameworks for the CX Design team
  • Cultivate idea-generation through continuous engagement with Corporate, Regional and Country stakeholders
Improve CX Design and elevate the unit as a source of insights
  • Gather customer data across all touch points to improve insights and analytics
  • Conduct or partner on customer research initiatives to improve customer experience, reduce cost, improve revenue
  • Collect, organize, and translate quantitative and qualitative voice of the customer, voice of the process and voice of the employee data in order to develop concept prototypes/POC solutions
Conceptualize and execute on journey stage innovation & continuous improvement initiatives
  • Conduct analysis to unpack pain points and provide insights into root causes; develop and drive initiatives to deliver improvement
  • Identify, prioritize and execute innovation and continuous improvement interventions - Quick wins, Medium term (deliver in 3 to 4 months), Long term (>4 months)
  • Align CX Design improvement initiatives to address the top 10 customer interactions (Voice, Digital, Face to Face) across markets
  • Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes
  • Drive CSAT scores for journey stage with journey owners
  • Drive quantitative and qualitative benefits analysis and ROI
  • Ensure the implementation of customer experience strategy and philosophy throughout the projects and processes worked on.
  • Lead and direct Root Cause Failure Analysis of significant People, Process and Equipment related to downtime events; implement permanent corrective actions to mitigate probability of reoccurrence
Support key strategic business initiatives
  • Develop and validate both current-state and future-state journey maps with cross-functional teams and regions/markets
  • Leverage and implement CX Blueprint
  • Validate and localize the Journey Map & Persona’s in agreed markets
Oversight and delivery of CX activities on projects
  • Ongoing participation and delivery of CX actions on MAH priority projects to ensure readiness and improved customer experience when live (e.g. blueprint compliance, journey definition, CSAT survey requirements, review of messaging and processes, etc.)
 
Qualifications
  • B Degree or equivalent qualification in an applicable field is required (Degree in Industrial or Process Engineering / Marketing/Statistical Analysis or related experience would be advantageous)
  • Customer Experience Certification
  • Design Thinking Certification
  • Enterprise Architecture Certification (advantageous)
 
Experience
  • 5+ years’ experience related to Innovation, Product Management, Customer Experience fields (ideation to execution)
  • 5+ years’ experience leading a team (people, process and technology) management
  • Customer Journey Map design
  • Minimum 5 years’ experience in a complex customer experience environment
  • Excellent understanding and proven track record using Project management principles.
  • Experience in optimizing Care channels
  • Extensive experience working with African markets is advantageous
 
Technical Competencies
  • Relationship building Deadline Driven
  • Strong Coordination skills & Conflict Management
  • Strong Analytical skills
  • Strong Communication & Presentation skills
  • Business and Financial Management Portfolio reporting
  • Project management
  • Operations, Customer Care Management
  • Report writing for Senior Management audience
 
Behavioral Competencies
  • Relationship Building
  • Conflict Resolution
  • Decision Making
  • Critical Appraisal
  • Analytical & Holistic Thinking
  • Persuading & Influence
  • Coaching
  • Accountability Teamwork
  • Delegation
  • Prioritization
  • Cross-cultural communication

PLEASE APPLY HERE

​