Senior Specialist Journey Architect – Showmax Nigeria at MultiChoice Group

The MultiChoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and Netherlands with principal operations in pay television, video entertainment, advertising and content security serving rapidly growing base of 20 million subscribers. Brands within the Group include DSTV, GOTv, SuperSport, M-net, DStv app, Showmax and Europe based content security leader Irdeto.

MultiChoice Group has a successful history of identifying trends early, adapting them for our markets and leveraging them to provide the best experience to customers in Africa. The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. By joining our team, you can help in achieving our objectives, namely: Expand Pay TV, grow SVOD subscriber base and advertising sales; focus on investment and technology; maintain a local approach, provide quality service and attract innovative and motivated employees.

We are recruiting to fill the position below:

Job Title: Senior Specialist Journey Architect – Showmax Nigeria

Location: Lagos, Nigeria
Reports to: Senior Manager Customer Management
Direct Reports: No
Division: Connected Video
Department: Customer Management

Key Stakeholders

Journey Owners, Programmes and Project Managers, Designers, MCSA business areas, MAH business areas and relevant functions.

Purpose of the Position

The Senior Specialist Journey Architect exists to support the driving of customer lifetime value and growth through creating satisfying or compelling experiences for Connected Video viewers, with a focus on reshaping the customer experience.

The role includes:

Setting CX design principles to local projects and cross functional initiatives which drive new product implementations and CX improvements
Ensure the customer’s voice is heard through a hands-on approach which includes journey design & facilitation (very much Digital and UX focus), as well as qualitative research. This individual must have a deep understanding of SVOD and its components and have an expert understanding of touchpoints across the entire digital customer journey.

Key Performance Objectives
Tasks:

Providing Customer Experience Strategic Support and providing a detailed view of the current and ongoing Customer Experience across all journey stages.
Support in translating Connected Video strategy into customer experience and continuous improvement initiatives locally.
Participate and assist in the development, prioritisation and management of customer experience transformation roadmaps by working in cross-functional teams.
Provide journey owners and business stakeholders with insights to aid targeting and understanding of customer behaviour based on the outside in and inside out feedback solicited via surveys, research, internal data, etc.
Support the delivery of insights and intelligence across the customer journey, identifying areas of opportunity and making recommendations to improve the performance based on customer feedback and analysis.
Develop a thorough understanding of the customer data available to maximise the benefit of customer insight.
Investigate and provide recommendations to Journey Owners, business stakeholders and management on additional data points required to enrich insights analysis.
Investigate data (and reporting) necessary to achieve desired business outcomes.
Promote and drive the adoption of continuous improvement and customer experience across local teams and partners.

Utilise CX insights to support improvements in CX Design:

Develop and validate both current-state and future-state experience maps with cross-functional teams and/or customers.
Document Future state experiences from Current state experiences.
Collaborate with business leaders and identify necessary initiatives and capabilities to bridge gaps.
Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes
Collect, organize, and translate quantitative and qualitative voice of the customer data in order to develop concept prototypes and artifacts.
Conduct and/or partner on Customer studies, organize findings in order to inform corporate projects and cross-functional initiatives.
Discover customer and business needs through contextual inquiries, qualitative and quantitative research, and identify solutions to meet those needs.
Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to evaluate the customer’s experience.
Use storytelling to share discoveries, influence business partners, and create energy around an idea.

Research and Analysis:

Obtain customers’ requirements and needs throughout the product and service lifecycle.
Track the latest consumer trends, ideas and concepts to use as a key input to innovations.
Use research-related services, theories and methods, in-depth knowledge of user experience best practices to support recommendations.
Plan, execute and report on user research studies on a regular basis.
Promote usability best practices and conduct usability tests and research
Proactively identify potential risks to the customers or business and drive the continuous improvement process to eliminate or mitigate risk exposure.
Work with consultants and research companies to drive the change agenda to improve customer experience and drive customer loyalty.
Drive initiatives to reduce work effort and improve efficiency.

Qualifications

BCom Degree or equivalent qualification
Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies
Post Graduate qualification advantageous
Degrees, diplomas and certificates are all good, but an impressive and fantastic portfolio could get you the job

Experience:

Minimum of 5 years’ experience in working in a Customer Experience environment
Product/Service knowledge an advantage
Excellent understanding and proven track record of use of Project management principles
Experience in Care channels
Experience with Customer research, data and insights
Consulting experience advantageous

Technical Competencies: