View Job | The Concept Group Career Portal

Client Experience Executive

Executive Office
Lagos/ Portharcourt/ Abuja
Job Description

 Use feedback to develop an in-depth understanding of customers
 Implement a system to help you collect feedback, analyze it, and act on it regularly
 Reduce friction and solve your customers' specific problems and unique challenges
 Make listening to customers a top priority across the business.
 Develop customer needs and use cases throughout a customer journey.
 Translate customer needs into business requirements.
 Serve as an advocate and champion for the customer centric, research, & design cultures to stakeholders with
little experience partnering in human centered design.
 Develop client strategic insights via client research techniques: quantitative, qualitative
 Lead teams in developing business and customer cases to help drive experience improvement.
 Understand and interpret customer experience measurements.
 Develop operational plans to deliver great customer experiences.
 Have a strong cross-functional understanding of service delivery to be able to identify and engage boundary
 Develop client strategic insights via client research techniques: quantitative, qualitative,
 Have experience with leading facilitated sessions in customer journey mapping and service blueprinting.
 Create effective communications across multiple internal channels to increase ability to change the customer
 Develop views of both present and future customer journeys through quality research.
 Lead projects that enhance client’s understanding of the customer.
 Serve as customer advocate during new product launches and service upgrades.

- Minimum of BSC/HND in any discipline