Customer Experience Business Strategy Manager at ENGIE Energy Access

Application ends: January 27, 2022
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Job Description

Job Title: Customer Experience Business Strategy Manager

Location: Paris, Berlin, Kampala, or any of the ENGIE Energy Access markets

Application Deadline: 27th January 2022

Position: Full-time

Team: Strategic Marketing

Reporting To: CX Business Strategy Manager

Job Description  

The Global Customer Experience team is seeking a talented, motivated Business Strategy Analyst to join our high-impact team.  This position is a key role within Global Customer Experience; a fast-paced environment at the forefront of providing a world-class customer service experience in the off-grid, renewable energy space. The successful candidate will work closely with country departmental heads/directors to identify bottlenecks to scale our after sales service operations, and areas for improvement of the customer journey, while owning the data operations and performance reporting of our call centers and service center networks.

This position requires an individual who will: drive key strategic initiatives focused on improving efficiency and quality across multiple company verticals, supporting country teams; use data-driven visualizations and high-impact analysis to make data recommendations into execution.

Key Responsibilities:

Business intelligence, reporting & data visualization for Customer Service Operations and the Customer Journey
Documentation and improvement of processes, systems and standards for customer experience reporting and analytics
Broader project-related analytics and performance insights (in cross-department or country activities)

Main Activities

Data analytics & performance reporting

Assess call center and service center performance and create informative reports for Global and Country audiences
Design and own interactive dashboards that summarize monthly and quarterly performance metrics on customer support, such as issue resolution and accessibility, ticketing, data quality, and are the basis for accountability in delivering an exceptional customer experience
Identify areas for operational improvements through rigorous and nimble analysis using A2E data on customer payments, communications records, and interactions with A2E teams
Help develop cutting edge metrics to evaluate customer service in the last mile
Support with ad-hoc data requests and reporting of A2E call center performance from CX Directors and call center managers
Own the data and dashboard auditing process

Customer support operations
Support the design, development, execution and evaluation of innovative strategies & processes to improve overall customer service efficiency, function and quality
Conduct or supervise field and desk research on various topics, ranging from ticketing, service delivery to analyzing customer communications in order to inform decision making
Support documentation of customer services, processes, and procedures to create an A2E standard across our organization and track compliance
Identify customer journey innovations or improvements (for example in scheduling, team incentives, or customer education), ultimately leading to significant cost savings, and improved customer education and experience

Project & stakeholder management

Work with the other Central Line departments or country teams on special projects related to Customer Experience as required, helping manage stakeholders and relationships to facilitate the execution and/or evaluation of complex projects
Summarize project insights in order to support CX leadership to make key strategic decisions. Communicate implications and suggest recommendations

Potential Activities and Projects

Improve on our operational and strategic dashboards for data quality & integrity, insight and relevance for CX teams across our markets
Document and propose an improved Last-Mile service expansion strategy, outlining innovations across our markets and identifying new standards and success indicators
Develop and implement product training evaluations for our Customer Service teams across our markets to ensure team knowledge and efficiency in serving our customers
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

 Required Skills & Experience 

+2 years professional experience in data analysis, business strategy or related fields
Tertiary qualification : Degree in Business Administration, Economics, or relevant field.
Advanced skills with Excel, Word and Powerpoint
Experience with Tableau, SQL or other data analytics tools
Demonstrate passion for A2E’s mission, values and customers.
Excellent understanding of customer experience, accounting and finance concepts and tools.
Organised and able to follow through and prioritize tasks
Strong critical and analytical thinking skills
Strong attention to detail
Ability to synthesize complex information from different sources and to distinguish important information from details
Strong ability to work with large amounts of data to develop strategies and make rigorous decisions
Experience as a collaborative, hands on team player and eagerness to learn new tools and / or roll-up sleeves to get the job done.
Outstanding written and verbal communication skills (English).

Highly Desired Skills:

An MSc or MA in Business Administration, Management, Economics or any relevant field
Experience working in the field of renewable energy or financial services
Experience working with last mile customers or in emerging markets
Strong level of curiosity, proactive thinking and problem-solving mindset
Proficiency in other languages is highly desired. Languages of interest include French and Portuguese.

Job: Business Development / Sales / Marketing
Primary Location: Africa-Uganda-Central-Kampala
Organization: ENGIE Energy Access
Schedule: Full-time
Nature of Responsibility: Advanced operational / administrative role

Job Posting: Jan 13, 2022, 3:38:14 PM
Job Type: Permanent