ZAIN1921 - Customer Experience Delivery Specialist
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OperationZain Sudan
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DivisionOperations
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LocationSudan - NA
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Closing Date18-Sep-2025
About Zain
About the Role
Department/Section: Strategy & Business Excellence/ Customer Experience
Job Title: Customer Experience Delivery Specialist
Reports to: Team leader - Experience Delivery
Job Purpose:
Will be the customer experience expert who is responsible for facilitating the improvement of Remarkable, and Generous CX journeys, gather, analyse, and act on customer feedback to maximize customers' loyalty and help Zain SD to be the "wonderful world".
Key Tasks/Accountabilities:
- Turning insights into action, identifying what has changed in the business landscape and customer ecosystem and what Zain SD should change to remain relevant.
- Understanding what customers think and how they feel about the delivered products and services using the validation tool and then Implementing voice of customer programs.
- Introducing new processes and tools to improve customer experience.
- Working across departments and organizations to improve customer experience.
- Regularly reviewing CX metrics and feedback at all levels of the organization
- Collecting unsolicited experience feedback from customers (by mining calls, web data, emails, etc.)
- Gathering input from employees about customer experiences and opportunities for improvement.
- Developing infrastructure and mechanisms to capture CX data (surveys, operational data, customer behaviour, word of mouth, financial performance, etc.).
- Analysing Voice of Customer (VOC) drawn across sources to identify customer pain points and opportunities to improve and differentiate.
- Assessing, documenting, tracking, and reporting resolution of experience gaps across touch points
- Analysing and interpreting results to derive customer insights and performance trends.
- Responsible for ensuring a smooth and trouble-free launch of any new service or product by simulating the service from a customer perspective and proactively identify and provide recommendations to technical (hardware/software) problems prior to and post the launch and enhance the resolution process and be on a lookout for new products and services launched in the market in reference to telecom and technology.
- Ensuring end to end best experience to Zain customers starting of products & services pre-launch, technical testing under test environment, validation from customer point of view, going through all customer journey across all touch points & ensure excellence of Zain products and services to customers.
- Identifying opportunities and innovating to solve for the areas where there is poor customer experience.
- Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policiesز
- Any other tasks required by head of customer experience and top management.
Dimensions & Performance measurement:
- Customer experience Index
- Customer Emotional (feelings) Response
- Customer cognitive response (Satisfaction)
- Action points follow up and implementation.
- Customer orientation, analysis and planning
What We Need From You
PERSON SPECIFICATION
Qualifications/Experience:
Bachelor Degree from a reputed University.
MBA or other professional certification (e.g. CMA, CFA) is a bonus.
Track record in business analysis and statistical analysis
Needs to perform forecasting and predication using proven statistical methods/tools
Sound financial/accounting knowledge
Knowledge
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Skills:
- Relationship building skills.
- Ability to coordinate diverse resources to create value.
- Ability to report CX data to different audiences in an understandable manner.
- Ability to conduct root cause & predictive analysis.
- Ability to analyze and redesign processes.
- Ability to identify key moments of truth affecting customer perceptions.
- Ability to conduct experience gap analysis and prioritize recommended improvements.
- Ability to accurately map and depict customer touch points.
- Ability to illustrate ROI of CX investments.
- Ability to translate data into clear communication of results, progress, and actions
- Ability to drive action and execution of key CX improvements.
Key Behaviours for Success:
- Enthusiastic, responsible, and good organizational skills. Able to work independently, and under pressure, using initiative as well as a part of a team.
- High personal integrity, and able to relate to and create trust in all.
- Easy going, fast thinker, and able to make up solutions.
- Proven leadership skills involving: Managing, Developing and Motivating teams to achieve their objectives.
- Demonstrate excellent interpersonal skills that can inspire, lead, challenge and motivate a project team.
Additional Information for Internal Employees
The internal policy will need to be amended based on your OpCo:
You have to be a confirmed employee - 18 Months and this is applicable across departments and doesn’t apply within Department
You will have to inform your current Hiring Manager
About Application Process
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Passport-size photograph
- Highest Education Qualification