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Programme Manager – Customer Experience, Multichoice

My Customer Experience team and I speak for our customer in the business. It’s our job to understand what they need, and articulate those needs to operations throughout the business.

We understand customer needs by managing a complex voice of customer framework that uses multiple tools across every touchpoint in the customer journey. Our framework needs to provide deep insight at a touchpoint level that operational managers can use for service improvement, and at the same time contribute in part to a highly effective, supported and visible top line operational voice of customer measure.

We use the voice of customer framework data to provide by touchpoint, an ongoing customer experience score supported with deep insights, text analytics and mystery shopping results. Based on these results we draft operational changes and updates that need to happen at each touchpoint, and hold the operational line management team responsible.

We support the project team in crafting customer user stories for new products and system deliverables.