Job Summary

• The successful candidate will join our team as an Executive for Product and Service Experience in the Customer Experience department. (
• S)He will report to the Product and Service Experience manager and will be responsible for innovating self-service options for customers and ensuring its adoption.
• (S)He will also conduct daily health checks on all customer related products and services, escalating identified gaps, following up for resolution and ensuring customers experience the best quality of service on products and services.
• The PSE Executive will as well be responsible for conceptualizing and working with IT to develop and execute all customer experience related projects.

Key Responsibilities

• Monitor to ensure adherence to product development set standards across defined customer touchpoints for continual improvement.
• Monitor to ensure all Pre & Post UAT activities are conducted within agreed SLAs and test results shared with stakeholders.
• Work closely with the marketing department for the development of communication materials.
• Empower customer touchpoint employees with the requisite knowledge of products and services through CX Training.
• Conduct daily testing on all existing products and services and share observations with stakeholders.
• Monitor the knowledge level of touchpoint employees on products and services and implement measures to close identified gaps.
• Gather insights & feedback from customers on products and services and share with stakeholders to close identified gaps.
• Compile feedback on issues arising from key stakeholders on the implementation of enhancements to products and services.
• Drive simplification and re-design of existing processes by working cross functionally across teams – B2B, sales and marketing to transform customer experience.
• Identify issues, gaps & design solutions to avoid/address frictions in customer journey.
• Primary contact for all self-service applications.
• Respond to internal queries on new products and services.
• Actively work on promotion and adoption of self-care channels, including digital (mobile app, portal), USSD, dynamic IVR etc.
• Ensure all self-service platforms are up and running.
• Provide back-office support for all IVR related issues.
• Monitor, track, and report the performance of each product/service/project assigned.
• Establish and continually foster strong teamwork partnerships across the organization in the execution of assigned responsibilities.
• Follow-up on assigned projects to ensure operations and communications are streamlined, run efficiently and in a compliant manner.

Qualification Required & Experience

• A good first degree in any related field.
• Minimum of 2-3 years of relevant experience
• Highly self-motivated, disciplined and organized.
• Passion to be a part of a hardworking and winning team.
• Experience on Digital Transformation will be an added advantage.

CORE COMPETENCIES

• Customer obsessed.
• Demonstrated clear and concise communication (writing and reading) skills.
• Good reporting, analytical, critical thinking and problem-solving skills.
• Excellent AT platforms and products and services knowledge.
• Working knowledge of PC based software applications (Microsoft Office Outlook, Word, Excel, Power Point).
• Solid knowledge of CEX including T-NPS and CES, Omni-Channel.
• Good interpersonal, communication and organizational skills.
• Excellent knowledge on self-service solutions
• Good team player.
• Ability to work under pressure and flexible hours.
• Attention to detail and follow-through.
• Ability to maintain confidentiality.
• Integrity.
• Ability to properly prioritize multiple tasks.
• Ability to work effectively with multiple teams of diverse backgrounds.
• Innovative.
• Solid understanding of technical platforms related to CRM, IPCC, IVR, Avaya and self-care.
• Demonstrated proven skills of driving self-care channels.
• Designing simplified customer journeys.

Location: Accra