Customer Experience Management (CEM) Consultant - Jobs in South Africa

Customer Experience Management (CEM) Consultant

Posted on :

9 Jun, 2016

Category :

Customer Service Jobs in South Africa

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.

Job Summary

Join our team to run a program with a mobile operator to prioritize, guide and support the implementation of CEM (Customer Experience Management) use cases through a transformation approach to build a customer centric culture.

Leverage cutting edge analytical tools and your operational insights to help a major mobile operator improve their customer experience management (CEM). Meet the business objectives of the CMO, CSO & CTO organizations through continuous improvement in customer experience.

Responsibilities & Tasks

Capture business priorities and define CEM implementation strategy and roadmap
Set up CEM program governance model
Drive improvements related to business processes based upon data analytics and actionable insights from CEM solutions
Turn data insights into meaningful business actions
Define KPIs for customer experience improvements
Define data requirements to conduct analysis to get insights (gather data)
Analyze data and make recommendations
Manage and oversee execution of improvement plans
Review customer experience related touch points and associated processes
Share and identify relevant CEM related use cases
Position Qualifications

Core Competences:

Bachelor’s degree with 4 years + employment history in consulting
Process improvement methodologies
Customer Experience Management systems / tools
Big data
Managing cross-functional teams
Strong analytical skills
Excellent communication (written and oral) and interpersonal skills
Previous consulting projects related to CEM
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: South Africa (ZA) || Gauteng || Johannesburg || Consulting&SysInt

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