Advisor, Experience Management

Job Description:Lead and guide the development of stakeholder’s feedback survey and market studies to gather valuable data that would guide decision making to enhance the stakeholders (EM, Investors, beneficiaries) experiences. Oversee the root cause analysis of the complaints raised to identify the stakeholders’ issue trends and main problem areas and suggest improvements to the same for enhanced stakeholders' satisfaction. Manage the development of a set of fundamental stakeholders' experience KPIs, to measure stakeholders' satisfaction and sentiment, development actionable insights to enhance satisfaction. Oversee the identification of beneficiaries' segments, personas and journeys that would support the creation of a holistic beneficiaries’ experience journey. Identify short term and long-term experience initiatives in pursuit of advocating and leveraging insights to improve the stakeholders' journey and overall experience. Liaise with other functions, such as Business Development & Investments, Technical Oversight, Strategy, Finance, and Legal to align experience initiatives with overall business strategies. Regularly review and innovate experience processes, incorporating new technologies, platforms, and communication methods to enhance engagement and satisfaction. Implement mechanisms to collect and analyze feedback regularly, using insights to drive improvements in experience and engagement strategies. Develop a structured onboarding process for new investors, providing them with all necessary information, tools, and support. Develop investors guidebooks and manuals. Qualification & Years of Experience:Bachelor’s Degree in Business Administration, Marketing or any other related field 6 – 10 years