MISSIONS & MAIN ACTIVITIES
· Measurement and optimization of customer experience
§ Development of surveys and feedback : Design and implement satisfaction surveys and feedback mechanisms to collect customer perception .
§ Data Analysis : Collaborate with the CX Datalab to review customer data and identify friction points in the customer journey .
§ Recommendations for improvement : Propose concrete actions based on data analysis to optimize the customer experience .
· Strategic alignment of CX initiatives
§ Mapping initiatives : Evaluate and map initiatives CX in progress to ensure they support the company’s strategic objectives .
§ Stakeholder Collaboration : Work with business lines and key departments to ensure CX initiatives are integrated into overall business plans .
§ Monitoring market trends : Analyze market trends and best practices in customer experience to adjust the company ‘s strategy .
· Planning , measuring and monitoring CX performance
§ Definition of KPIs : Establish key performance indicators to measure the impact of CX initiatives on customer satisfaction and loyalty .
§ Performance forecasting : Use analytical models to predict the impact of CX initiatives on business results .
- Reporting and monitoring : Create regular reports on CX performance and track the progress of improvement actions to ensure effective implementation .
Minimum qualifications required :
|
Typical training : BAC + 5 Statistical Engineer, Computer Scientist / Mathematician, Economist, Analytical or Quantitative Marketing. |
|
Minimum experience : one year of experience in a company handling large volumes of data with applications in data analysis. |
Main location
: CM-Littoral
Workplaces
:
Job
: Customer
Organization
: Orange Cameroon
APPLY HERE: https://orangecameroun.taleo.net/careersection/ex/jobdetail.ftl
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