Customer Experience Strategy & VOC Lead at Spiro

Recruit candidates with Ease. 100% recruitment control with Employer Dashboard.We have the largest Job seeker visits by alexa rankings. Post a Job Company: Spiro Location: Kenya State: Nairobi Job type: Full-Time Job category: Customer Service Jobs in Kenya Resubmit your Resume Today. Click Here to Start

• Design and own how feedback, sentiment, and satisfaction data is captured, structured and integrated with operational and commercial data sources. • Build the analytical engine that connects VOC signals to operational metrics (service, swap performance, retention, cost-to-serve) to identify what is driving customer outcomes. • Perform analysis of qualitative and quantitative feedback, to surface the root causes, themes and emerging risks. • Translate combined VOC and operational insight into strategic recommendations for Head of CX and the wider leadership team. • Develop the CX Strategic roadmap and business case for CX Investment, prioritised by data-backed impact. • Be the voice of the customer, inside the business – systematically capturing, analysing and channelling customer feedback into product, operations and CX decisions across the markets. • Own the closed-loop feedback processes so insights translate into action with product, Operations and country teams. • Bachelor’s degree in Technology, Mathematics, Statistics, Sciences, or a related field. • 5+ years of experience in CX Strategy, business insights, or analytics leadership, ideally with direct experience designing VOC or customer-data architecture. • Certification in Project Management is an added advantage. • Excellent at data modelling and data interpretation for strategic business insights. • Demonstrable track record advising senior leadership using data-driven business cases. • Strong analytical and systems-thinking skills, with qualitative and quantitative research skills.