Specialist, Customer Experience Design x3 - MultiChoice Group

The MultiChoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security serving a rapidly growing base of 20 million subscribers. Brands within the Group include DSTV, GOTv, SuperSport, M-net, DStv app, Showmax and Europe based content security leader Irdeto.

MultiChoice Group has a successful history of identifying trends early, adapting them for our markets and leveraging them to provide the best experience to customers in Africa. The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce.

By joining our team, you can help in achieving our objectives, namely: Expand Pay TV, grow SVOD subscriber base and advertising sales; focus on investment and technology; maintain a local approach, provide quality service and attract innovative and motivated employees.

Key Performance Objectives

Tasks

Strategic Direction

• Implement Customer Experience (CX) strategy and philosophy throughout the projects and processes worked on
• Deliver the organisation’s strategy through customer experience design and redesign initiatives throughout the organisation
• Develop and support activities to improve customer and employee experience
• Participate and assist in the development and management of the customer experience transformation roadmaps
• Develop organizational leading and lagging indicators
• Collaborate with resources and internal stakeholders to ensure that the design requirements adequately reflect the defined business processes and fully lead all components of the functional business requirements
• Translate customer experience designs into customer requirements
• Represent the customer in internal meetings regarding new business initiatives and/or changes
• Collate and submit accurate weekly and monthly departmental reports indicating developments, feedback and achievements
• Champion, develop, and sustain a continuous improvement culturewithin the organization, division or department
• Promote and drive the adoption of continuous improvement and customer experience throughout the organisation

Customer Experience Design

• Design customer experiences using the steve towers customer experience management method
• Define a customer performance landscape as per the CEM Method
• Define process dashboard reporting requirements in customer journey designs
• Design functional solutions to complex challenges
• Provide event follow-ups to monitor the progress of projects, assure timely action, early intervention, appropriate support and achievement of expected tangible benefits
• Follow-up after the completion of events to ensure the improvements/benefits have been sustained
• Deploy the Steve Towers Customer Experience Management Methodology across the organization through all CX design initiatives

Research and Analysis

• Obtain customers' requirements and needs throughout the product and service development lifecycle
• Track the latest consumer trends, ideas and concepts to use as a key input to innovations
• Keep the digital interface functional and easy to use based on user behavior insights and analyses
• Use research-related services, theories, methods and in-depth knowledge of customer experience best practices to support recommendations
• Plan, execute and report on user research studies on a regular basis
• Promote usability best practices and conduct usability tests and research
• Proactively identify potential risks to the customers or business and drive the continuous improvement process to eliminate or mitigate risk exposure
• Work with consultants and research companies to drive the change agenda to improve customer experience and drive customer loyalty
• Drive initiatives to reduce work effort and improve efficiency and customer experience
• Adhere to statutory regulations, organisational standards, policies and procedures

Stakeholder Relations

• Provide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectives
• Build, support and maintain healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals

Behavioral Competencies

• Relationship Building
• Decision Making
• Holistic Thinking
• Persuading & Influence
• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking

KEY REQUIREMENTS

• Degree in Industrial or Process Engineering, Statistical Analysis or related
• A minimum of 3-5 years in Customer Experience Design
• Experience designing complex solutions for digital environments
• Clearly articulating concepts and rationale
• Proficiency in Microsoft Office Suite
• Detail Oriented
• Customer Centricity
• Research and Analyses