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Customer Experience Business Strategy Analyst

ENGIE Energy Access

This is a Full-time position in Uganda posted January 15, 2022.

ENGIE Energy Access Jobs in Uganda Customer Experience Business Strategy Analyst Carreer opportunities in Uganda vacancies in ENGIE Energy Access at Uganda

# 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
• 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.

• +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.
• 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.

Apply Online Now

URL:: Link to Apply

[ **Submit your CV and Application on Company Website : Click Here**

**Closing Date** : 25th Jan. 2022

ENGIE Energy Access Jobs in Uganda Customer Experience Business Strategy Analyst Carreer opportunities in Uganda vacancies in ENGIE Energy Access at Uganda

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