Senior Specialist Journey Architect - Showmax Nigeria at Multichoice

Reports to: Senior Manager Customer Management
Direct Reports: No
Division: Connected Video
Department: Customer Management

Key Stakeholders

• Journey Owners, Programmes and Project Managers, Designers, MCSA business areas, MAH business areas and relevant functions.

Purpose of the Position

• The Senior Specialist Journey Architect exists to support the driving of customer lifetime value and growth through creating satisfying or compelling experiences for Connected Video viewers, with a focus on reshaping the customer experience.

The role includes:

• Setting CX design principles to local projects and cross functional initiatives which drive new product implementations and CX improvements
• Ensure the customer’s voice is heard through a hands-on approach which includes journey design & facilitation (very much Digital and UX focus), as well as qualitative research. This individual must have a deep understanding of SVOD and its components and have an expert understanding of touchpoints across the entire digital customer journey.

Key Performance Objectives
Tasks:

• Providing Customer Experience Strategic Support and providing a detailed view of the current and ongoing Customer Experience across all journey stages.
• Support in translating Connected Video strategy into customer experience and continuous improvement initiatives locally.
• Participate and assist in the development, prioritisation and management of customer experience transformation roadmaps by working in cross-functional teams.
• Provide journey owners and business stakeholders with insights to aid targeting and understanding of customer behaviour based on the outside in and inside out feedback solicited via surveys, research, internal data, etc.
• Support the delivery of insights and intelligence across the customer journey, identifying areas of opportunity and making recommendations to improve the performance based on customer feedback and analysis.
• Develop a thorough understanding of the customer data available to maximise the benefit of customer insight.
• Investigate and provide recommendations to Journey Owners, business stakeholders and management on additional data points required to enrich insights analysis.
• Investigate data (and reporting) necessary to achieve desired business outcomes.
• Promote and drive the adoption of continuous improvement and customer experience across local teams and partners.

Utilise CX insights to support improvements in CX Design:

• Develop and validate both current-state and future-state experience maps with cross-functional teams and/or customers.
• Document Future state experiences from Current state experiences.
• Collaborate with business leaders and identify necessary initiatives and capabilities to bridge gaps.
• Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes
• Collect, organize, and translate quantitative and qualitative voice of the customer data in order to develop concept prototypes and artifacts.
• Conduct and/or partner on Customer studies, organize findings in order to inform corporate projects and cross-functional initiatives.
• Discover customer and business needs through contextual inquiries, qualitative and quantitative research, and identify solutions to meet those needs.
• Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to evaluate the customer’s experience.
• Use storytelling to share discoveries, influence business partners, and create energy around an idea.

Research and Analysis:

• Obtain customers' requirements and needs throughout the product and service lifecycle.
• Track the latest consumer trends, ideas and concepts to use as a key input to innovations.
• Use research-related services, theories and methods, in-depth knowledge of user 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.

Qualifications

• BCom Degree or equivalent qualification
• Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies
• Post Graduate qualification advantageous
• Degrees, diplomas and certificates are all good, but an impressive and fantastic portfolio could get you the job

Experience:

• Minimum of 5 years’ experience in working in a Customer Experience environment
• Product/Service knowledge an advantage
• Excellent understanding and proven track record of use of Project management principles
• Experience in Care channels
• Experience with Customer research, data and insights
• Consulting experience advantageous

Technical Competencies:

• Detail Oriented
• Customer Centricity
• Research and Analyses
• User Experience Design (Principles)
• Management
• Knowledge of SVOD service and its components
• Digital Customer Journey
• Customer service orientation

Behavioral Competencies:

• A passion for Customer Experience and the Video and Entertainment industry
• Analytical Thinking
• Holistic thinking and problem-solving skills
• “Customer first” mindset
• Future thinking, innovative
• Planning and organisation
• Commitment to continuous quality/process improvement
• Interpersonal skills
• Respect for others
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Persuading & Influence
• Coaching