Sr. Program Manager, Customer Experience, Customer Experience - Cape Town City Centre
Amazon Commercial Services Ltd - N09
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Senior Program Manager, Customer Experience (CX) to join our South Africa Customer Service team. The Senior Program Manager, CX will be responsible for defining and delivering a CX roadmap that significantly improves the CX for customers. They will achieve this by building a detailed understanding of our customers’ needs and behaviors, identifying and prioritizing improvements, and influencing partner teams to deliver them. The Senior Program Manager, CX will strike a balance between masterful analytical skills and an impressive ability drive long term change that spans across various CX domains. They will be a self-starter and will be skilled in driving actionable insights and clarity in a dynamic customer experience landscape. The successful candidate will be based in our Cape Town (South Africa) office. Key job responsibilities - Defines and delivers CX improvement roadmap across three or more specific CX domains, where one does not already exist. Uses expert prioritization and program management skills to deliver multiple high-quality improvements that raise the bar for customers. - Takes ownership of key CX metrics and delivers against year-on-year improvement goals to ensure we continuously raise the bar for customers. Provides updates on goals to leadership and is both entrepreneurial and pragmatic in their pursuit of achieving them. - Sets direction and customer experience agenda where one does not exist, without formal line management authority over key decision makers. - Delivers CX insights and builds new understanding of customer needs, behaviors and pain points. Presents insights to leadership and translates them into short and long-term actions. - Identifies and delivers experiments to improve customer experience. Doubles down on successful experiments and works with Product and Tech teams to scale them. - Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure. Achieves this by creating business cases using voice of the customer and CX data points to influence owning teams to deliver the change. - Establishes and drives mechanisms to identify and address customer pain points. Solicits customer feedback and leverages it to advocate change across various departments in the organization. - Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities. Leads structured problem solving and defect reduction workshop events, for example Kaizen. - Creates dashboards, reports and metrics and prepares inputs to weekly, monthly and quarterly business reviews for senior leadership We are open to hiring candidates to work out of one of the following locations: Cape Town, ZAF
Apply Now
Facebook
WhatsappRelated Jobs
Customer Service Manager - Cape Town City Centre
...
Customer Service and Loyalty Manager - HEAD OFFICE (CAPE TOWN CBD) - Cape Town City Centre
Cape Union Mart International
...
FP&A Manager - Cape Town City Centre
...
Customer Loyalty and Promotion Lead - Cape Town City Centre
Hire Resolve
...
Sales Manager - Healthcare Industry - Cape Town City Centre
Hire Resolve
...