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  • Posted: Sep 24, 2018
    Deadline: Not specified
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    Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option fo...
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    Customer Experience Project Manager

    Job Description

    • This role is responsible for the management of projects in Customer Experience [CXP] aimed at initiating, driving, and supporting new business initiatives, improving and maintaining efficiency and effectiveness of processes, as well as leading changes to support CXP strategy, tactics and service leading to ongoing customer experience improvements.

    In particular you will:

    • Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the customer experience
    • Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
    • Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
    • Monitor other key customer-based projects progress and ensuring timely delivery of results.
    • Design user-friendly tools, reports, dashboards and KPI’s to be used by management for customer KPI’s
    • Identify and prioritize key touchpoints in the journey and design listening posts to capture stakeholder feedback at these listening posts.
    • Regularly gather data from NPS surveys and report trends to manager along with insights and observation.

    Required Skills & Qualifications

    • Bachelor's Degree in Technology, Engineering or Analytic or related field
    • 5+ years in service, operation, project management or process improvement
    • Experience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements
    • Ability to coordinate activities within cross-divisional and cross-functional teams
    • Track record of on-time, on scope, high quality implementations
    • Proven experience of IT delivery management for significant change initiatives
    • Advanced skills with Excel desired.

    Method of Application

    Interested and qualified? Go to Jumia Nigeria on africainternetgroup.peoplehr.net to apply

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