Client Experience Analyst

Sunaulo Parivar Nepal

Details / requirements:

Sunaulo Parivar Nepal (SPN) is a wellâ€established NGO delivering Family Planning and Sexual Reproductive Health services throughâ€out the country via centres, mobile outreach teams to remote areas and social marketing. It works in partnership with Marie Stopes International UK (MSI), a global social business providing reproductive health services across the world with a mission of ensuring individual's fundamental right to have children by choice not chance.

We are looking for people who want to embrace new ways of working, use their initiative, take on multiple tasks, be a team player, and deliver solid financial results to ensure we can expand our services to more men and women in Nepal.

The Client Experience Analyst will be responsible for leading the design, management and delivery of quality experience to our clients. The Client Experience Analyst will provide liaison between internal departments and the clients to ensure delivery of optimal service, improve client satisfaction, and retention. The Client Experience Analyst will effectively interpret and communicates client objectives with all levels of internal management to ensure client satisfaction and that service levels are met. As a Client Experience Analyst, his/her focus will be on the reliable delivery and coordination of client care.

The Client Experience Analyst will work collaboratively with all unit heads/departments and SMT members to achieve MSI Nepal’s (Marie Stopes Services and Sunaulo Parivar Nepal) objectives.  The post requires frequent travel within Nepal. The Client Experience Analyst must be comfortable in travelling to our service delivery points and interacting with our clients in order to examine their journey, analyse client feedback data and develop interventions that can improve client satisfaction. The Client Experience Analyst must work closely with the different departments within SPN to ensure that the feedback received is being acknowledged and steps are being taken to address the issues raised by clients.

JOB DESCRIPTION:

  • Work in close collaboration with Internal teams to identify and prioritize client experience at call centre, centres, MS ladies and outreach.
  • Ensure successful end-to-end project management and delivery of client experience projects.
  • Champion the client through all our client journeys, identifying their needs and expectations.
  • Share all insights with a multi-functional team consisting of heads of department.
  • Generate initiatives and proposals that will elevate our clients’ experience using research, insight and business information and work closely with research team to put insight into action.
  • Constantly review and measure the client journey to improve and deliver a world class experience. Ensure that our client gets same standard of care across all the channels and all other touch points.
  • Collate the raw ideas from the centres, the central team and the insight study; take these ideas from concept through the full deployment.
  • Develop metric and measurement techniques that will enable MSIN to constantly and consistently measure the client’s experience
  • Lead the efforts to shift client feedback mechanism to an online/electronic platform and measure its effectiveness.
  • Ensure that channels such as call centre is delivering excellent client service with proper follow up.
  • Be the focal point for client complaints. To manage the process from receipt of complains through the process to completion with relevant SMT member.
  • Support HR in efforts to improve staff motivation which therefore improves client care. Develop initiatives and implement to improve staff morale and wellbeing.
  • Support call centre in managing staff feedback, gather feedback and complaints
  • Work with the CD to decide on appropriate course of action for all complaints.

JOB SPECIFICATIONS:

  • Bachelors’ degree in Business Studies/Management from a recognized Institution/University. MBA with specialization in Marketing is preferred.
  • At least 5 years’ experience in private or I/NGO sector.
  • Experience in implementing transformation in Client Handling techniques and bringing modern, innovative approaches to Client Experience
  • Proven experience in Client Service, Innovation and successful introduction of new initiatives.
  • Proven ability to train and develop others. Experience of successfully coaching team members and managers.
  • Demonstrated capabilities of producing results when working with individuals with varying levels of expertise.
  • Solid experience in experience developing partnerships across a range of stakeholders (public/private) to drive increased performance

Suitable candidates meeting the above criteria are invited to send a CV and covering letter to MSNPRecruitment@mariestopes.org.np by 5 pm, 31 January 2017.  Only short listed candidates will be invited for the next stage of the recruitment process.

SPN reserves the right to appoint no candidate or to appoint a candidate that does not fulfill all minimum criteria but has the best overall performance during the recruitment process. SPN reserves the right to appoint a lessâ€well qualified candidate at a lower grade. SPN reserves all rights to qualify/disqualify applications in any case.

SPN accepts Nepalese citizens only and encourages women, people of ethnic minorities and Dalits to apply.

Overview

Category Marketing
Openings 1
Experience 5+ years
Education BBA / BBM
Posted Date 18 Jan, 2017
Apply Before 31 Jan, 2017
City Kathmandu