Nps Champion - Johannesburg, South Africa - NTT Ltd.

NTT Ltd.

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?
The NPS Champion is responsible for supporting the Net Promoter Score work stream operationally, including measurement of NPS, analysis of the drivers of NPS, and identification and implementation of KPI's for customer-facing business teams to improve the customer experience

Working at NTT

Key Performance Areas:
Research and analysis

Leverages transactional, behavioral, demographic, survey, and NPS feedback data to inform stakeholders and to identify, size and address business issues and opportunities to increase conversion, revenue, margin, customer satisfaction and other KPIs, as well as to support investment and other strategic decisions.
Conducts NPS research, including text analytics, amalgamation of multiple data sources, crossplatform survey data analysis, and ad hoc analyses
Supports the establishment of goals and metrics for measuring the organization's performance against customer experience objectives
Links the insights from NPS feedback throughout the customer journey to drive the development of new and improved business processes to address customer pain points and, improve the customers' net promoter score.
Translates data into insights by proactively and effectively communicating the "so what" from the data, as well as issues and opportunities exposed by the data.
Leverages existing customer data sources and identifies and implements additional data sources that will drive an aligned, cohesive and comprehensive view of customer service and experience data, to assess, define and influence a digital and omnichannel customer experience
Analyses quantitative and qualitative data, optimize data sets, tools, and analysis techniques to drive business outcomes.
Monitors multiple sources of NPS feedback, including customer surveys, frontline staff input, product reviews, feedback on the website and app experience, and social media content to identify and assess gaps in the customer experience.
Employs rigorous analytical methodologies. Employs new methodologies and technology to improve efficiency, accuracy and timeliness of results.
Applies statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints

Reporting

Ties customer feedback data to customer behavioral data to drive impactful insights and recommendations
Presents results and translates complex findings into layman's terms
Continuously drives reporting improvement and efficiency by simplifying and making recommendations for automating where possible, eliminating redundancy across the organization, refining metrics, and building new reports to support decisionmaking
Distributes reports to business stakeholders on a regular basis
Develops reporting on key metrics in support of continuous improvement of customer experience.

Business Improvement and Solution Development

Collaborates with Business Improvement, Quality, Business Intelligence and other key internal partners to identify and understand customers' underlying needs and implement solutions that address root causes of customer pain points
Participates in communicating research results to executives and other stakeholders
Establishes and maintains a formal process for cultivating, analyzing and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs

What will make you a good fit for the role?

Knowledge

23 years customer experience
Preferably NPS Certified
Experience with unstructured data analysis,
Data extraction and analysis tools supplied by client
Expertise in presenting data visually to provide a clear story
Experience with secondary sources and use of secondary survey research.
23 years' experience in synthesizing disparate data sources
Proven Presentation skills
Knowledge in Microsoft Office

Skills

Oral and written communication skills (L3)
Problem solving (L2)
Planning and Organising (L3)
Technical Expertise (L2)
Analysis

Attributes

Resilience
Impact
Influence
Collaboration

A career at NTT means:

Being part of a
global pioneer where you gain exposure to our Fortune 500 clients and worldleading global technology partners and work with a network of over 40,000 smart