Customer Experience Specialist Global Grade 10

Key Output

• Maintain CX data system – customer complaints and reporting

• Develop and manage new customer loyalty projects within acceptable timelines

• Collate, enhance and manipulate raw data for higher level analysis for senior management

• Maintain customer experience data to calculate the low levels of customer loyalty.

• Execution of CX strategy

• Managing internal stakeholder relationships

• Analysing and reporting on CX results, including deep dives

• Development and implementation of Customer Journey Maps

• Presenting to LOB Managers and Senior Management

• Coordinate market research

• Development and execution of action plans based on research results

• Managing CX reports

• Managing relationship with Caterpillar DSD

• Drive CX awareness and culture within the organisation

• Managing service providers

• Drive NLS and CSI

Qualification, Experience and Competencies

• Customer Experience qualification

• Three-year marketing degree or equivalent advantageous

• Three years working experience in customer experience

• Three years Barloworld Equipment knowledge and understanding of organograms advantageous

• Project management experience

• Strong analytical skills

• Innovative problem solving

• Liaison and relationship building

• Planning

• Organising and monitoring

• Drive and resilience

• Follow through with tasks