1. Chairperson of the SayProRoyal-20 Customer Experience Committee
- Role: Leads the committee, sets strategic direction, and ensures alignment with SayPro’s overall goals.
- Responsibilities:
- Provides leadership and oversight.
- Establishes and monitors key performance indicators (KPIs) for customer experience.
- Represents the committee in high-level discussions and with stakeholders.
2. Vice-Chairperson
- Role: Supports the Chairperson and stands in as needed.
- Responsibilities:
- Assists the Chairperson with leadership and strategic decisions.
- Leads special projects and initiatives as delegated by the Chairperson.
- Coordinates the day-to-day operations of the committee.
3. Committee Members
- Role: Experts and stakeholders who contribute to customer experience strategy and execution.
- Responsibilities:
- Participate in meetings and strategy development.
- Provide insights on customer feedback, needs, and pain points.
- Implement customer experience initiatives and monitor outcomes.
- Customer Feedback Specialist
- Service Design Expert
- Digital Experience Manager
- Stakeholder Relations Coordinator
- Youth and Community Engagement Specialist
- Quality Assurance Lead
4. Customer Experience Strategy Subcommittee
- Lead: Customer Experience Strategy Manager
- Role: Focuses on developing long-term customer experience strategies.
- Responsibilities:
- Develops and implements customer experience improvement plans.
- Monitors trends and customer needs to adjust the overall strategy.
- Aligns customer experience strategies with organizational goals.
5. Customer Feedback and Insights Subcommittee
- Lead: Customer Insights Manager
- Role: Gathers and analyzes feedback from various customer touchpoints.
- Responsibilities:
- Collects and interprets customer feedback through surveys, reviews, and direct interactions.
- Analyzes data to identify patterns and actionable insights.
- Recommends changes to improve customer satisfaction based on insights.
6. Service Design and Delivery Subcommittee
- Lead: Service Design Lead
- Role: Works on designing new services and improving existing ones to enhance the customer experience.
- Responsibilities:
- Collaborates with other subcommittees to ensure the design and delivery of seamless services.
- Focuses on end-to-end service delivery optimization.
- Identifies service bottlenecks and recommends solutions for improvement.
7. Digital Customer Experience Subcommittee
- Lead: Digital Experience Specialist
- Role: Enhances digital engagement and online customer experience.
- Responsibilities:
- Optimizes digital platforms, websites, and mobile apps for user-friendly experiences.
- Implements digital customer service strategies (e.g., chatbots, online support).
- Measures online customer satisfaction and recommends improvements.
8. Quality Assurance and Continuous Improvement Subcommittee
- Lead: Quality Assurance and Improvement Manager
- Role: Ensures the quality of customer service and continuous improvement.
- Responsibilities:
- Develops and implements quality assurance processes for customer service.
- Monitors service delivery standards and customer satisfaction levels.
- Identifies areas for continuous improvement and implements corrective actions.
9. Stakeholder Relations and Partnerships Subcommittee
- Lead: Stakeholder Relations Manager
- Role: Builds and nurtures relationships with stakeholders and partners to enhance the customer experience.
- Responsibilities:
- Engages with partners, suppliers, and key stakeholders to align customer experience efforts.
- Develops and strengthens relationships that drive customer satisfaction.
- Ensures stakeholder expectations are met in alignment with SayPro’s customer service goals.
10. Youth and Community Engagement Subcommittee
- Lead: Community Engagement Coordinator
- Role: Focuses on the engagement of youth and communities in shaping customer experiences.
- Responsibilities:
- Ensures that SayPro’s customer experience is relevant to the needs of youth and communities.
- Develops initiatives for youth involvement in feedback and customer experience improvement.
- Coordinates outreach programs and community feedback initiatives.
Organogram Visual:
yamlCopyEdit Chairperson
|
Vice-Chairperson
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Customer Experience Strategy Customer Feedback & Insights
Subcommittee Subcommittee
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Digital Experience Service Design Customer Insights QA & Improvement
Subcommittee and Delivery Subcommittee Subcommittee
Subcommittee
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Stakeholder Relations
and Partnerships
Subcommittee
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Youth & Community
Engagement Subcommittee