Customer Experience Coordinator

Company description:

Digicel Group Limited

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Customer Experience Coordinator

Primary objective of the job: 

The Customer Experience Coordinator supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. This includes conducting analysis of customer data and feedback, research and collaborating with cross-functional teams to achieve end-to-end customer experience goals.  Additionally, administrative tasks, such as report and presentation preparation, support these efforts.

Main Duties and Responsibilities:

Data Collection and Analysis:

• Collect, organize, and analyze customer data and feedback to identify friction points and improvement opportunities.
• Utilize the Qualtrics Experience Management platform and other analytics tools to examine closed and open-ended feedback.
• Enhance text analytics tools to identify themes more efficiently.

Customer Insights:

• Gather insights from various data sources and customer touchpoints to inform business decisions.
• Conduct root cause analysis to determine underlying drivers impacting the customer experience across various touchpoints and business lines.

Process Improvement:

• Work on business process modeling to optimize operational efficiency.
• Recommend solutions to address customer pain points and enhance the customer journey.

Project Management:

• Coordinate scheduling, document preparation, and resource allocation for customer experience projects.
• Collaborate with cross-functional teams to ensure the seamless execution of customer experience initiatives.

Metrics and Reporting:

• Develop, identify, and monitor key customer experience metrics to measure progress.
• Prepare reports and presentations outlining findings and improvement recommendations.
• Regularly report on customer experience findings and potential solutions, clearly outlining where improvements are required (People, Process, Technology).

Team Leadership:

• Supervise and support a team of outbound agents, ensuring alignment with customer experience goals.
• Foster a collaborative and results-driven team environment.

Academic Qualifications and Experience Required:

• Bachelor's degree in Business Administration or equivalent discipline.
• 4+ years of experience in customer service, marketing, or related roles, with a focus on customer experience.
• Advanced knowledge of MS Office Suite, particularly Microsoft Excel and PowerPoint
• Proficiency in CEXM,CRM and ticketing software and tools, such as Qualtrics XM, CRM, ECare, SD, etc.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Customer-obsessed and results-oriented.
• Data driven mindset that pays attention to details of all customer data
• Business intelligence and analytical thinking
• Strong project management and data analysis skills.
• Must be able to work cross-functionally
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Ability to work under pressure and meet challenging deadlines.
• Creative thinking and a proactive attitude towards problem-solving.
• High emotional intelligence and empathy for customers and team members.
• Highly skilled in gathering and reporting data
• Effective communication and collaboration.
• Creativity and a willingness to adapt in a changing environment.
• Ability to work independently and as part of a team.