Experience Management Coordinator
About Discovery
Discoverys core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About (IT Servicing)
Our inclusive obligation is to facilitate the right information systems and technology services into the Discovery business areas to enable effective business technology management that increases productivity and profitability to underpin Discovery`s vision and ambitions. Through providing a single point of contact, we offer support services with the objective to increase efficiency, first time resolution and end-user satisfaction. We center ourselves around automation, process optimization, consistent and reliable operations. We continually seek to be transparent in understanding and addressing root causes to assist in building a solid foundation for future IT service improvements.
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.
- 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.
- 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.
- Matric
- Previous experience in a Survey Administration role.
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
