Job Description

The Global Client Experience Specialist serves a crucial global coordination and support role. In each of our countries of operation, we have a suite of client protection activities -- trainings for staff and clients; customer service hotlines and surveys; and investigatory teams to follow-up on policy violations. The Global Client Protection team sets minimum standards, drives cross-country agreement, and supports in-country teams. The team's primary metrics that you will be responsible for include mystery shopper exercises, survey data output, CX health, CE toolkit. The Global Client Client Experience Specialist will play an integral role in all department activities. You will report directly to the Global Client Protection Lead and will be part of the Global Business Operations team

Job Level

JL 7

Location

Kakamega, Kenya (Hybrid and site visit)

Expected Manager

Sophie Wakoli

Will this position be managing others?

Key Job Responsibilities

Support country teams in organizing, implementing, and analyzing customer journey mapping exercises
Support country teams in organizing, implementing, and analyzing mystery shopper exercises
Support country teams in removing customer pain points, as identified in journey mapping and mystery shopper exercises
Periodically review and improve survey methodology
Provide tools and trainings that enable in-country teams to implement the CX survey
Periodically update and improve the customer engagement (CE) and mobile network operator (MNO) toolkits
Establish minimum standards for contact center teams and support them in the achievement of those minimum standards
Provide tools and training that enable in-country teams to provide exceptional customer service through their contact centers.
Ensure accurate population of CE/CX sections of the client protection heatmap
Populate the CX heatmap on a quarterly basis
Support in-country teams in the creation of periodic CX survey reports
Improve x-country comparability of CE/CX data
Explore new ways of understanding and improving the One Acre Fund customer experience across all countries of operation.
Explore technology, tools, and techniques to improve the level of service provided by our contact centers.
Liaise with and support the digital UX team to encourage user-centered design practices and better digital journeys for clients.
Manage low- to medium-complexity projects that trial and scale these innovations

Top Skills and Qualifications

3+ years of work experience serving microfinance clients in a customer experience/ call center management role and a Bachelor's degree
Demonstrated hotline system management, project management skills
Demonstrated Zendesk, PBX, Kissflow and Kobo proficiency
Demonstrated survey design and execution skills
Synthesize large amounts of data, identify trends across multiple countries, and prioritize main takeaways and actions.
Advanced (Power Bi, Excel (can perform complex functions) and SQL) are a bonus.
Demonstrated leadership experience at work, or outside of work, enthusiasm for learning, and conflict resolution
English required; French, Swahili, or Kinyarwanda good add ons.
Humility. We are looking for passionate professionals who combine with patience and a approach to service to join our growing family of leaders

Benefits

Health insurance, paid time off

Sponsor International Candidates

This role is only open to citizens or permanent residents of Kenya

Application Deadline

22 April 2024. Applications after this date will be accepted on a rolling basis.

For more information reach out to sophie.wakoli@oneacrefund.org

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here (globalhotline@oneacrefund.org), but do not send applications or application materials to this email address.

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.

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Write down here a personal statement highlighting your interest in this position. Review the top skills required and how they relate to your candidacy for this role. Please make sure this is clear and concise *

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Note: Please note that for business continuity reasons, staff must have been in their position for ~18 months before pursuing a transfer. However, exceptions will be considered with the context of personal and professional circumstances.

If you have not been in your current department for at least 18 months, please share with us what impact you would create transferring to a new role. These approvals will be made on a case-by-case basis by Recruitment Leadership.

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Note: If you are considering multiple internal openings, we encourage you to align with an internal transfer counselor or your recruiter(s) on how to streamline the different processes. You can connect with an internal transfer counselor here.

[Applicable for JL9+ staff members] Are you due for a sabbatical leave soon?

Staff members planning to take a sabbatical leave, will need to work with their new and old managers to plan this and, given team priorities, they may not be able to take it immediately. Staff may be required to defer their sabbatical leave for a few months after internal transfer pending business needs. This will be discussed in detail and mutually agreed upon during the transition meeting.

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Please note that it will be up to the hiring manager’s discretion whether to honor the promotion plan, or honor the level that the role has been advertised at should you make it to the offer stage. The role will most likely be hired at the advertised Job Level (which might below your new level). Proceed only if you are okay with this.

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Please note work authorization in most of our countries of operation includes passport holders only. One Acre Fund is often, though not always, able to sponsor visas for international candidates.

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One Acre Fund maintains a strong policy of equal opportunity employment. The following information is used to determine if our equal employment opportunity efforts are reaching all segments of the population. Individuals seeking employment at One Acre Fund are considered without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other protected status. Answering this question is voluntary. There will be no impact on your application whether or not you choose not to answer this question.

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