Role purpose:

The CX Insights Specialist is responsible for capturing, analysing, and translating customer feedback into actionable insights to drive continuous customer experience improvement across Vodacom DRC.

The role focuses on Voice of the Customer (VoC), rNPS / jNPS programmes, and CX measurement frameworks, ensuring CX decisions are data‑driven, prioritised, and outcome‑focused.

Key Areas of Responsibility

Voice of the Customer (VoC) Management

• Design, manage, and evolve VoC programmes across assisted and digital channels
• Ensure timely collection of customer feedback following key interactions and journeys
• Maintain data quality, governance, and consistency of VoC inputs

rNPS & jNPS Programme Ownership

• Own end‑to‑end Relationship NPS (rNPS) and Journey NPS (jNPS) execution
• Ensure proper sampling, survey deployment, and response tracking
• Monitor trends, drivers, and detractors across customer segments and journeys

CX Insights & Analysis

• Analyze quantitative and qualitative feedback (scores, verbatims, themes)
• Identify key CX drivers, root causes, and improvement opportunities
• Translate insights into clear, actionable recommendations

Reporting & Stakeholder Engagement

• Prepare CX dashboards, insights packs, and executive summaries
• Support CX Board, EXCO, and senior stakeholders with evidence‑based insights
• Track impact of CX interventions over time

Governance & Continuous Improvement

• Ensure alignment with Vodacom / Vodafone Group CX standards
• Support CX Gates assessments with insight‑based evidence
• Contribute to embedding a data‑driven CX culture

Core competencies, knowledge and experience [max 5]:

·       Strong analytical and insight generation capability

·       Customer‑centric mindset

·       Data storytelling and executive communication

·       Attention to detail and governance discipline

·       Continuous improvement orientation

Must have technical / professional qualifications:

·       Experience in CX analytics, VoC, market research, or performance analysis

·       Strong understanding of rNPS / jNPS methodologies

·       Ability to analyse large datasets and customer verbatims

·       Proficiency in reporting tools, Excel, and CX dashboards

·       Strong written and verbal communication skills

Key Interfaces

• CX & Digital teams
• Customer Operations / Care
• Digital & IT teams (for survey deployment and data extraction)
• Commercial & Product teams
• Vodacom Group CX communities

Budget owned:

Key Deliverables

• rNPS / jNPS dashboards and insight reports
• VoC analysis and verbatim thematic reviews
• CX insights packs for CX Board and EXCO
• Prioritized CX improvement recommendations
• CX measurement governance artefacts

Direct reports:

Dotted reports: