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Senior Specialist: Service Design Research

Website Vodacom

Role purpose

The Senior Specialist: Service Design Research role is based within the Commercial Operations Business Unit.

The Senior Specialist: Service Design Research will report in to the EHOD Service Design COE and will be responsible for the study of target customers and their requirements across all channels of interaction (digital, call centre and store)This role is the custodian of market research and trends, helping the team stay abreast of relevant industry and global advancements that will impact and influence the direction of service design blueprints and models.

Your responsibilities will include

Conduct cross-channel research for the Service Design CoE.

Design studies that address both user behaviour and attitudes across all channels of interaction (digital, call centre and store).

Handle day-to-day user experience research activities including recruitment, planning and coordinating usability tests, observing and running of tests, documentation of insights, reporting and presenting outcomes to stakeholders.

Conduct research using a wide variety of qualitative methods, subset of quantitative methods (i.e. surveys), and interpret analysis through the lens of customer experience and user journey mapping.

Conduct studies that determine the quality of products, customer service, and store environments (e.g. Mystery shopping).

Generate insights that both fuel ideation and evaluate designs.

Provide competitor research and analysis on current and future competitors both locally and internationally, across all channels.

Keep abreast of the latest research, technology and business developments relevant for product ideation and journey design

Keep abreast of global best practise methods, tools and studies for Service and Journey design blueprints

Monitor statistics and analytics across all channels /touchpoints with an aim of obtaining a better understanding of user behaviour and improving the user journeys.

Competitor activities in the market – South Africa & abroad

New market trends – South Africa & abroad

South African specific trends and advancements

Relevant technology advancements in other industries (e.g. banking) that may influence the solutions formulated.

Analyse customer verbatims across all channels to propose service improvements.

Regularly present results from all studies to the relevant project team(s).

The Ideal Candidate For This Role Will Have

Grade 12 essential

Relevant tertiary qualification (preferably in Research/Analytics/Information systems or commerce essential

5+ years’ experience in data analysis , research or information systems

Previous customer experience or operations data and research will be an advantage

Strong knowledge of research principles and methodologies both human and data driven

OR

Grade 12 essential

Relevant certificates essential

7+ years’ experience in data analysis , research or information systems

Previous customer experience or operations data and research will be an advantage

Strong knowledge of research principles and methodologies both human and data driven

Closing date for Applications: 2 November 2021

The base location for this role is, Midrand, Vodacom Campus

The Company’s 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.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

To apply for this job please visit careers.vodafone.com.

Vodacom

To apply for this job please visit careers.vodafone.com.

Contact us

Vodacom

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