CX Improvement Specialist

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Role Purpose/Business Unit:

The purpose of this role is to build and maintain a world-class customer experience that empowers staff to exceed objectives. To improve the customer experience by applying design thinking methodology to analyse customer experience problems and to design ideal customer journeys and optimised processes and solutions including people changes.

Your responsibilities will include:

• Quantitative and qualitative analysis to identify rout cause and opportunities
• Identification of global trends and application and adoptions of those trends within VodaPay to ensure transition to a digital journey
• Reimagine end to end customer journeys to create better customer improvement
• End to end business process and journey design
• Mapping of As-Is and To-Be processes and customer journeys
• Creating improvement opportunities in the customer journeys and processes
• Customer engagement to identify opportunities
• Drive implementation, benefits, benchmarking and realisation
• Alignment of fixes and process changes to the VodaPay integrated strategy (Long Range Plan)
• Completion of required E2E documentation including management reporting
• Application of industry related methodologies and frameworks such as Design Thinking
• Support function units to enablement business improvement
• Implement effective processes between teams and departments and monitor success
• Build and maintain productive relationships with key role players and networks that support call centre success
• Liaise with products and engineering teams in order to understand Vodacom’s products and market strategies

• Monitor and implement improvements
• Provide specialist level support to colleagues
• Provide research and forecasting on current and future technology and products
• Investigate and solve problems identified by consultants and customers
• Manage knowledge across 1st level and 2nd level support teams
• Conduct analysis and provide recommendations to enhance business efficiencies Compile management report on analysis and trends
• Programme Management
• Provide UI/UX screens based on journey designs
• Apply standardised Vodacom best practices
• Manage strategic prioritisation of improvement pipeline
• Ensure improvements are presented, approved and tracked as part of the PI process
• Update of all relevant stakeholders Drive effective deployment of continuous improvement initiatives
• Manage risks, mitigation and contingency planning Change Management
• Readiness assessments
• Communication and communication planning
• Resistance management
• Data collection, feedback analysis and corrective
• Celebrating and recognizing success
• After-project review

The ideal candidate for this role will have:

• Matric / Grade 12 essential 3-year degree / diploma in a commercial field
• 3 – 4-year relevant degree/diploma essential Post Graduate qualification in related field
• Essential 3-5 years’ relevant experience in a customer service environment essential
  (Preferred)Customer Experience and Continuous Improvement related qualification (for example Lean SixSigma or ITIL) is essential
• (Preferred) UI/UX design experience
• Business analysis experience essential
• Technical writing skills experience
• Knowledge of Call Centre technology
• Knowledge of Project Management Design future functionality such as Robotics and AI

OR

• Matric / Grade 12 essential
• Relevant certificates, courses essential (i.e. o Studying towards B.Comm, Project Management, Business Analysis)
• 5 years’ relevant experience in a customer service environment essential
• Business Analysis experience essential
• Technical Writing Skills Experience Knowledge of Call Centre technology Knowledge of Project Management Design future functionality such as Robotics and AI

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 09 July 2025

The base location for this role is Midrand, Vodacom Campus

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.