Organogram for SayProRoyal-20 SayPro Royal Board Customer Experience Committee

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.

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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.

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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.
  Key Committee Members:
  • Customer Feedback Specialist
  • Service Design Expert
  • Digital Experience Manager
  • Stakeholder Relations Coordinator
  • Youth and Community Engagement Specialist
  • Quality Assurance Lead

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Organogram Visual:

yamlCopyEdit                             Chairperson
                                  |
                            Vice-Chairperson
                                  |
              ----------------------------------------
              |                                      |
    Customer Experience Strategy       Customer Feedback & Insights
             Subcommittee                        Subcommittee
              |                                      |
  -------------------------                -----------------------
  |                       |                |                     |
Digital Experience    Service Design     Customer Insights     QA & Improvement
      Subcommittee     and Delivery           Subcommittee          Subcommittee
                            Subcommittee
                                  |
                            Stakeholder Relations
                            and Partnerships
                                  Subcommittee
                                  |
                             Youth & Community
                             Engagement Subcommittee