Responsibilities
- Support country teams in organizing,
implementing, and analyzing customer journey mapping exercises
- Support country teams in organizing,
implementing, and analyzing mystery shopper exercises
- Support country teams in removing
customer pain points, as identified in journey mapping and mystery shopper
exercises
- Periodically review and improve survey
methodology
- Provide tools and trainings that enable
in-country teams to implement the CX survey
- Periodically update and improve the
customer engagement (CE) and mobile network operator (MNO) toolkits
- Establish minimum standards for contact
center teams and support them in the achievement of those minimum
standards
- Provide tools and training that enable
in-country teams to provide exceptional customer service through their
contact centers.
- Ensure accurate population of CE/CX
sections of the client protection heatmap
- Populate the CX heatmap on a quarterly
basis
- Support in-country teams in the creation
of periodic CX survey reports
- Improve x-country comparability of CE/CX
data
- Explore new ways of understanding and
improving the One Acre Fund customer experience across all countries of
operation.
- Explore technology, tools, and techniques
to improve the level of service provided by our contact centers.
- Liaise with and support the digital UX
team to encourage user-centered design practices and better digital
journeys for clients.
- Manage low- to medium-complexity projects
that trial and scale these innovations
Career Growth and Development
We
have a strong culture of constant learning and we invest in developing our
people. You’ll have weekly check-ins with your manager, access to mentorship
and training programs, and regular feedback on your performance. We hold career
reviews every six months, and set aside time to discuss your aspirations and
career goals. You’ll have the opportunity to shape a growing organization and
build a rewarding long-term career.
Qualifications
Across
all roles, these are the general qualifications we look for. For this
role specifically, you will have:
- 3+ years of work experience serving
microfinance clients in a customer experience/ call center management role
and a Bachelor’s degree
- Demonstrated hotline system management,
project management skills
- Demonstrated Zendesk, PBX, Kissflow and
Kobo proficiency
- Demonstrated survey design and execution
skills
- Synthesize large amounts of data,
identify trends across multiple countries, and prioritize main takeaways
and actions.
- Advanced (Power Bi, Excel (can perform
complex functions) and SQL) are a bonus.
- Demonstrated leadership experience at
work, or outside of work, enthusiasm for learning, and conflict resolution
- English required; French, Swahili, or
Kinyarwanda good add ons.
- Humility
How To Apply
