Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
This role is responsible for the co-ordination of the Customer Experience journey, providing leadership, integration and management of processes and functions to improve the Customer Experience in ensuring a seamless and positive experience for our customers. This role is expected to provide strong leadership in a matrix environment to promote best practices in managing interrelated projects and programmes to ensure successful delivery.
KEY RESPONSIBILITIES WILL INCLUDE:
- Strategic Development and Implementation - Develop and oversee the strategic plan to enhance customer experience, focusing on seamless integration of services and customer satisfaction.
- Collaborate with the transformation team to ensure that customer experience innovations are effectively implemented and aligned with business goals.
- Stakeholder Management - Act as a liaison between the customer experience team, the quality assurance team, and other relevant departments to ensure cohesive operational strategies.
- Innovation and Continuous Improvement - Stay abreast of industry trends and best practices in customer experience management within the utilities sector.
- Recommend and implement innovative solutions and technologies to enhance the customer journey and operational efficiency.
- Lead the execution of a governance, reporting and review framework to provide a holistic view of all customer experience activity
- Manage interdependencies and coordination across functions to ensure that information, risks and issues are effectively communicated between stakeholders and that key performance indicators are monitored and evaluated
- Performance Monitoring - Develop and oversee key performance indicators (KPIs) for customer experience and service delivery.
- Regularly report to senior management on progress, challenges, and the overall impact of customer experience initiatives.
- Define strategies and to enable the coordination of multiple functions and initiatives to improve Customer Experience
- Quality Assurance and Control - Monitor and control the implementation of new processes and systems to ensure they meet predefined quality standards.
- Use data-driven insights to identify areas for improvement in customer service and operational efficiency.
- Build and maintain strong relationships with key stakeholders within the client organization to understand their needs and expectations better.
- Provide stakeholder with the information needed to assess initiatives that have the highest potential, impact and strategic alignment
- Interface with senior managers to define priorities and implementation opportunities and challenges, keeping them up-to-date with any risks and opportunities
- Enhance the overall customer experience by maintaining a high level of service quality and efficiency
- Act as a customer advocate within the organization, ensuring that customer needs and concerns are addressed promptly.
- Implement strategies to enhance overall customer satisfaction and loyalty.
- Customer Feedback and Resolution - Implement systems to gather customer feedback effectively and make actionable insights to improve service.
- Address any significant customer issues or complaints swiftly and effectively, ensuring customer satisfaction and retention.
Qualifications
Relevant tertiary qualification
Additional Information
Other Requirements:
- Extensive project management skills and experience of managing large and complex projects
- Expert-level knowledge of project and change management and associated methodologies, techniques, processes and approaches
- Good stakeholder management experience, impactful communication and influencing skills
- Ability to build a strong network and relationships at senior level, both internally and externally
- Resilience and resourcefulness
Please note this is a work from office role