Manager VOC Analytics

Job description / Role

The role of Manager VOC Analytics is based in the Marketing Department, the successful candidate will be entrusted to manage consumer driven projects and business based upon data drawn from analytics and research gained from consumer feedback and key stakeholders.

Main duties include:
- Champion the voice of the customer vision for Etisalat across the organization in an effort to industrialize this approach in our day to day activities.
- Develop, oversee and work to implement the ideal customer experience for new and existing products.
- Develop and monitor a closed loop feedback process for the organization.
- Continuously test and monitor the impact of the enhanced experience.
- Work across the business to ensure alignment and ongoing support for the desired customer experience.
- Work with internal teams to ensure coordination and consistency within the customer experience across all touch points.
- Integrate the principal marketing/brand strategy into the voice of the customer program.
- Main focus will be involving continuous process improvement of Voice of the Customer (VOC) to include gathering VOC, reviewing diverse data sets of consumer satisfaction and dissatisfaction.
- Skilled at end to end process design, engaging stakeholders and delivering results.
- Real time analytics, define business requirements, work directly with IT and other partners& stakeholders.
- Will drive change projects/initiatives.
- Develop and proactively communicate weekly status updates to key stakeholders, and prepare executive summaries of all.
- Establish process to identify and track top drivers of customer dissatisfaction and develop plans to mitigate them.
- Win organizational-wide support to implement solutions, and oversee these cross functional efforts.
- Diagnose and champion customer dissatisfaction solutions across a complex and diverse group of CCC Functions; and, as no one group is responsible for most problems, bring multiple functions together to solve issues.
- Diagnose root cause of issues; determine what solutions to put in place; lead near and long-term solution plan efforts; and ensure intended business objectives are implemented.
- Provide a proactive "through the customer's eyes" look; and set requirements that represent customer.
- Act as customer experience Subject Matter Expert across teams, by advocating and sharing expertise in the field of customer experience measurement program .
- Pioneer a new approach to VOC, owning the frame work of the program through development, implementation and evolution.
- Influence business unit leaders, across the enterprise, by building and sustaining alliances at the executive level to advance the philosophy and methodology of "Executing with Quality".
- Direct all aspects of VOC data collection, analysis and process improvement opportunities from all collection points.
- Leverage VOC feedback from multiple sources, including rating organizations, surveys data mining and alternative channels, industry best practices to consistently yield relevant and reliable customer data and drive actions improving the quality of the customer experience.
- Benchmark, set targets and manages scorecards.
- Gain in-depth understanding of process flows, collect objective evidence and quantitatively substantiate areas where breakdowns/gaps exist.
- Prioritize recommendations to deliver the greatest improvements to customer quality.
- Exercise significant, independent judgment within broadly defined policies and practices to determine the best methods for accomplishing work and achieving objectives.
- Partner with all internal stakeholders to create Summary business cases that identify gap/failures in the customer experience, recommend solutions to improve this experience and define the ROI associated with the improvements.

Requirements

- Graduate in a related discipline.
- MBA or related certification.
- Strong analytical skills.
- At least 10 years of work experience and 5 years in Telecommunications or related industry.

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.