Experience Management Coordinator at Discovery Limited

Key Purpose

• To create, send and collect responses for internal customer surveys, complimnets and complaints and to effectively analyze and trend collected responses to identify themes linked to poor responses, complaints and negative sentiment results and translate these into meaningful information as input to improvement initiatives.

Areas of responsibility may include but not limited to
Customer Experience

• Create surveys for Resolved Tickets, Periodic Surveys and on-demand surveys via a compliments and complaints channel.
• Collect all responses from the various survey types, analyze and trend the data to idenitfy themes linked to poor result metrics or low sentiment results.
• Prepare the relevant survey reporting for presenation in the Experience Mangement forum and the IT Serving Manco.
• Work with the Technology Services Service Level Managers to update and maintain the Improvement Register.
• Provide feedback to users on survey and complaint responses received.

User Experience

• Analyze and trend data from the End-User monitoring tool to identify themes linked to poor performance or below threshold result data.
• Prepare the relevant digital experence index reporting for presenation in the Experience Mangement forum and the IT Serving Manco.
• Work with the Technology Services Problem Managers to update and maintain the Improvement Register.

Personal Attributes and Skills

• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Able to engage effectively across all levels of the organization.
• Able to take initiative and support the implementation of improvement Initiatives.

Education and Experience

• Matric
• Previous experience in a Survey Administration role.