NOMSA BUTHELEZI
Customer Journey Analyst
Soweto
Summary
With 11 years of progressive experience in the customer experience management field, I have developed a strong foundation in driving customer-centric strategies. In previous roles as a customer experience specialist and market analyst at Barloworld Equipment, and currently as a customer journey analyst at MultiChoice Africa Holdings, I have honed my skills in leveraging insights and data to design brand solutions that prioritize the customer. Responsibilities have included analyzing loyalty scores and their impact on business, conducting customer journey mapping, and successfully implementing customer experience solutions within the organization. Additionally, I have played a key role in bridging service gaps by conducting research through market research companies, designing digital platforms to track CX results and manage comments and complaints, and effectively communicating through presentations and written communication. Adaptability to change has also been relied upon by my line manager.
Overview
15
15
years of professional experience
Work History
CUSTOMER JOURNEY ANALYST
MULTICHOICE
4 2021 - Current
- Weekly engagement with Corporate, Regional and Country stakeholders to keep track of market initiatives – identify opportunities to align market initiatives and scale across the continent
- Conduct analysis to unpack pain points and provide insights into root cause, recommend initiatives to deliver improvements
- Work with the other teams (CII, Corp Comm, Research, Product, HR) to collect, organize, and translate quantitative and qualitative voice of the customer, voice of the process and voice of the employee data in order to inform concept prototypes / POC solutions
- Measure employee experience and present deep dives monthly
- Drive CSAT scores for journey stage with journey owners
- Provide journey mapping and CX design for new solutions using an outside in, design thinking methodology
- Monitor CSAT survey performance daily (SMS, Email, CATI) – data extraction, publishing, customer responses
- Day to day management of the survey and insights platform with the vendor
- Collect, consolidate and distribute research and unsolicited customer feedback to the broader CX team weekly (Corporate, Region, Country)
- Attend to ad-hoc duties and responsibilities as assigned by Line Manager
- Attend to day-to-day identified problems through thorough analysis and liaise with Line Manager in order to ensure that the solutions are in line with the MAH strategic objectives and in adherence to prescribed standards and procedures
- Weekly updating of events calendar with markets
- Ongoing participation and delivery of CX actions on MAH priority projects to ensure readiness and improved customer experience when live (e.g
- Blueprint compliance, journey definition, CSAT survey requirements, review of messaging and processes, etc.)
- Ensure that all customer experience measures are included in project scoping and monitored post implementation.
CUSTOMER EXPERIENCE SPECIALIST
BARLOWORLD EQUIPMENT
10.2015 - 03.2021
- Customer loyalty survey analysis and statistics (NPS and CSAT)
- Collate, enhance and manipulate raw data for higher level analysis
- Facilitation and project control of service recovery projects (set up behavioural training project, machine delivery project)
- Manage the Customer complaint recovery and resolution process
- Develop communication material and communication / training plan for CEM team and regions (sit with business units to understand needs to compile communication)
- Communication material for internal magazines, projects and launches as well as customer engagement
- Complaint analysis at senior exec level (top three) present at mid management level
- Track sheet of complaint recovery by all lines of business
- Execution and implementation of customer journey mapping
- Management and oversight of research projects e.g
- Mystery shopping, Focus groups
- Conduct internal surveys using Survey Monkey
- Managing and overseeing the execution of the Digital strategy
- Monitoring and tracking Digital channel utilisation and performance.
CUSTOMER EXPERIENCE ANALYST
BARLOWORLD EQUIPMENT
08.2013 - 09.2015
- Collate, enhance and manipulate raw data for higher level analysis
- Customer loyalty survey analysis and statistics
- Run the Customer complaint recovery process
- Complaint analysis and reporting
- Track sheet of complaint recovery by all lines of business.
MARKET ANALYST
BARLOWORLD EQUIPMENT
01.2012 - 07.2013
- Management of Lead generation and call centre process across Equipment and Power (outsourced)
- Customer loyalty survey (analysis and statistics)
- Lead reporting monthly report to Execs and GM’s
- Managing and monitoring GCSS utilisation
- Auditing marketing programmes utilisation.
SALES ACADEMY INTERN
BARLOWORLD EQUIPMENT
07.2011 - 12.2011
- Learning programme to develop sales executive skills (Caterpillar certified).
MARKETING LEARNER
HSE SOLUTIONS
02.2010 - 01.2011
- Assist in event planning and management
- Assist in writing in-house journal articles
- Controlling marketing collateral
- General office assistance.
Education
MATRIC -
SANDOWN HIGH SCHOOL
INTRODUCTION TO COMMUNICATION AND MARKETING - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
BUSINESS COMMUNICATION - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
BUSINESS COMMUNICATION - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
BUSINESS COMMUNICATION - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
undefined
Skills
Accomplishments
- SCHOOL PREFECT
- POP AWARD: EMPLOYEE RECOGNITION
- SELECTION FOR FOUNDATIONAL MANAGEMENT DEVELOPMENT PROGRAMME BY EXECUTIVE
Personal Information
- Date of Birth: 03/04/88
- Gender: FEMALE
- Nationality: SOUTH AFRICAN
- Driving License: CODE 08
- Marital Status: MARRIED (CUSTOMARY UNION)
References
- MICHELLE HILL, DIRECTOR, DELIGHT CONSULTING, 083 684 9458, michelle@delightconsult.com
- MBALI TSHITENGE, HEAD: AFTER-SALES SOLUTIONS (MENTOR), BARLOWORLD EQUIPMENT, 084 622 0066, MTshitenge@barloworld-equipment.com
Projects Completed
- CUSTOMER JOURNEY MAPPING
- SERVICE RECOVERY PROJECTS
- SECONDED TO PROJECT AKHANI: A PROJECT AROUND OVERHAULING COMPANY STRATEGY AND BUSINESS MODEL LOOKING AT CURRENT PROCESSES AND IMPLEMENTING PROCESS IMPROVEMENTS
Languages
isiZULU
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CUSTOMER EXPERIENCE SPECIALIST
BARLOWORLD EQUIPMENT
10.2015 - 03.2021
CUSTOMER EXPERIENCE ANALYST
BARLOWORLD EQUIPMENT
08.2013 - 09.2015
MARKET ANALYST
BARLOWORLD EQUIPMENT
01.2012 - 07.2013
SALES ACADEMY INTERN
BARLOWORLD EQUIPMENT
07.2011 - 12.2011
MARKETING LEARNER
HSE SOLUTIONS
02.2010 - 01.2011
CUSTOMER JOURNEY ANALYST
MULTICHOICE
4 2021 - Current
MATRIC -
SANDOWN HIGH SCHOOL
INTRODUCTION TO COMMUNICATION AND MARKETING - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
BUSINESS COMMUNICATION - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
BUSINESS COMMUNICATION - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
BUSINESS COMMUNICATION - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
undefined
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