Job Description - Senior Specialist Innovation & Continuous Improvement - CX (2000590)
Job Description
The MultiChoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and Netherlands with principal operations in pay television, video entertainment, advertising and content security serving rapidly growing base of 13,5 million households. Eminent brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Now, Showmax and Europe based content security leader Irdeto. Key areas of operations are:
- Storytelling ranging from content creation, production and aggregation including the best global general entertainment, sport and eminent African content library, delivered to customers
- Pay Television: direct-to-home satellite and digital terrestrial television services;
- SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets, and
- Advertising: providing dynamic media solutions; handling commercial airtime, on-air sponsorships, content integration, and online sales across a variety of 130+ channel brands on linear TV, VOD, social media, and digital platforms.
The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. MultiChoice Group has a successful history of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues primarily through subscription model, with a growing contribution from advertising revenue. Its key objectives are to:
- Expand Pay TV, SVOD subscriber base and Advertising sales
- Focus on investment and technology
- Maintain a local approach
- Provide quality service
- Attract innovative and motivated employees
Internal: MultiChoice Africa Holdings (MAH) Senior and General Managers, Exco and in-country Regional and Care & CX Management, MAH Group teams such as CII , HR , EBS, PMO
Location
South Africa, Johannesburg
Purpose of the Position
- Responsible for setting the direction and operation of the Innovation & Continuous Improvement of the CX function within the MAH team
- To create and maintain the Innovation & Continuous Improvement pipeline across the customer journey
- To Challenge, grow and nurture the innovation & continuous improvement culture within MAH
Key Performance Objectives
Tasks
- Shape the innovation and continuous improvement team which is aligned to overall MAH strategic goals and industry best practice
- Provide thought leadership to the organisation around innovation & continuous improvement trends
- Develop principles, strategies and frameworks for the innovation & continuous improvement team
- Cultivate idea-generation through continuous engagement with Corporate, Regional and Country stakeholders
Improve CX analytics and insights
- Gather customer data across all touch points to improve insights and analytics
- Optimize customer analytics & insights through machine learning and AI e.g. speech and text 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 innovation & continuous improvement initiatives to address the top 10 customer interactions (Voice, Digital, Face to Face) across markets
- Leverage RPA to reduce customer and agent effort
- 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
Support key strategic business initiatives
- Develop and validate both current-state and future-state experience maps with cross-functional teams and regions/markets
- Leverage and implement CX Blueprint (where possible)
- 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
- Customer Experience Certification
- Design Thinking Certification
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
- 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
- Relationship building Deadline Driven
- Strong Analytical skills
- Business and Financial Management Portfolio reporting
- Project management
- Operations, Customer Care Management
- Relationship Building
- Decision Making
- Critical Appraisal
- Analytical & Holistic Thinking
- Persuading & Influence
- Coaching
- Accountability Teamwork
- Delegation
- Cross-cultural communication
Job : Functional
Primary Location : ZAF-GT-Randburg
Organization Schedule : Full-time
Job Posting : 19-10-2020
Closing Date (Period for Applying) - External
