Client Experience Specialist - Nairobi, Kenya - NTT

Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

The Client Experience Specialist (CXS) Specialist's role is to ideate & map, optimize, and enhance the end-to-end client journey in the organization using a data-driven approach.
He/She partners closely with internal and external stakeholders to collect feedback & information, create journey maps & standard operating procedures that provide insights to client needs, drive improvement of client experience, and create operational efficiencies.
The CX Specialist creates high value journeys and initiatives for our Crew and Clients Experience Journey as they interact with our growing portfolio of services, applications, products and solutions.

The CX Specialist plays a critical role in implementation, monitoring and developing new initiatives that provide service insights leading to action for our business. He/She brings proven methods and solutions to improve the way we work, how we support our customers.

What you'll be doing

MAIN RESPONSIBILITIES:

• Lead discovery sessions to deeply understand the current customer experience today, perform research with our Crew and Clients to understand more, and work cross-functionally to define the future state.
• Apply design thinking in collaborative environments to innovate and improve the Crew and Client Experience.
• Use Voice of the Customer Program and operational data to gain insight across the customer journey and use date to ideate, design and implement best experience journeys across different touch point.
• Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement.
• Determine root-cause for complaints related to Crew and Client Experience that are not on a high value journey and develop initiatives to get them back on track
• Work closely with internal and external partners to plan and execute strategic initiatives and defined experience journeys.
• Set and communicate goals, action plans, and key metrics for business functions aligned to Service Experience Enhancement
• Create standardized playbooks and interventions for each point in the customer journey
• Develop key benchmarks and measures of success aligned to Client and Crew Experience.

QUALIFICATIONS, EXPERIENCE, SKILLS & KNOWLEDGE

Qualification:

• Bachelor's degree; concentration in Business, Marketing or Communications or equivalent experience
• Client Experience Certification – CXS
• Service/Client Journey Design certification and experience.
• IT Background or having worked in an IT organization highly desirable.

Skills, Knowledge and Experience:

• 2+ years in a project management, process improvement or service experience role.
• Experience in gathering and interpreting customer experience information.
• Experience running journey mapping, service design, or design thinking workshops
• Detail oriented with strong organizational and project management skills.
• Has strong storytelling abilities, verbal and written communications, social interactions, and a proficiency with technology
• Prior experience at a services or product company creating and implementing customer experiences based on data-driven insights
• Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment
• Experience in working with multiple work streams within a complex, high growth environment
• Strong interpersonal and communication skills; excellent verbal and written skills; ability to work independently and remotely

#dimensiondatacareers

Skills Summary

Business Insights, Client Satisfaction, Conducting Surveys, Market Research

What will make you a good fit for the role?

Remote Type

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
• Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.