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Customer Experience (Turaco)

  • Applications are considered on a rolling basis
  • Nairobi +1 more
  • Applications are considered on a rolling basis
  • Nairobi +1 more

THE VFA FELLOWSHIP

Whether you're looking for your next challenge or planning a major career move, becoming a Venture for Africa Fellow gives you a unique opportunity to gain startup experience and local industry knowledge while contributing to meaningful impact at a leading African startup.

Venture for Africa is a fellowship program designed to immerse top global talent in the African startup landscape. We partner with Africa's fastest-growing startups to co-design an experience that enables fellows to quickly gain relevant skills and in-market knowledge, complete real project work and get fast-tracked to apply for a full-time role in their field.

Are you ready to #TaketheLeap?

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HOW IT WORKS

  • Get Matched: Apply and get matched with a VFA startup partner in your area of interest.

  • Get Immersed: Spend 3 months in this role, during which you will be immersed in the local context, be connected to expert mentors, and get to understand market nuances.

  • Get Working: Work on real project deliverables for your assigned startups while being paid a stipend.

  • Get Hired: While full-time roles are not guaranteed, you are fast-tracked through ordinary application processes for available full-time roles with the startup post the fellowship

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Startup Partner: Turaco

Turaco is a fast-growing inclusive insurance start-up that is bringing a new model to health and risk financing for emerging market consumers. It offers subscription-based insurance delivered via distribution partnerships.

Turaco's mission is to free people from the fear of financial shocks by offering tailor-made, affordable insurance products that add real value to their lives.

Project Description

At Turaco, customers come first. Every touchpoint with customers is a chance to make their experience exceptional.

This is why the team is looking for a Customer Experience Lead to work alongside the Head of Growth to design, deliver, and drive continuous customer-centric improvements.

This role is responsible for measuring levels of customer satisfaction, surveying and analyzing customer feedback, and developing solutions to customer service challenges.

We’re looking for potential fellows who are customer-obsessed, analytical, and comfortable in a fast-paced start-up environment.

Key Project Deliverables

  • Champion opportunities to consistently improve the Turaco experience
  • Map and develop holistic customer journeys with listening points and feedback loops at varying stages
  • Execute research and analyze qualitative and quantitative data to evaluate customer experience
  • Collaborate with Partnerships, Operations, and Call Center teams to improve the customer relationship, satisfaction and retention, incorporating feedback and insights into the sales and claims process
  • Assist in defining criteria and KPIs to measure the Customer Experience improvements
  • Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and report to senior management.

Reports to: Head of Growth

Skills & Requirements

  • 2-4 years of similar experience, preferably in a startup or fast-paced environment
  • Strategic thinker with strong data analysis and critical thinking skills with the ability to translate data and customer needs into actionable insights
  • Proficient in Microsoft Office and Google Suite; additional knowledge of customer experience management platforms helpful
  • Strong communication skills with the ability to influence and drive change
  • Highly organized, with intense attention to detail, can own and manage a project end-to-end with an ability to constantly prioritize
  • Entrepreneurial and problem-solving mindset
  • Extremely agile and thrive in ambiguous environments
  • Excited to shape the future of insurance, focusing on the needs of the underserved consumer

About the company

Venture for Africa is a fellowship program designed to fill talent gaps in Africa’s startup ecosystem by enabling top local and global fellows to access opportunities with leading startups in Africa. Our flagship 3-month fellowship program combines on-the-ground experience offering localized context, expert mentorship, and real project work at leading startups hiring now. Launched in 2020, our mission is to accelerate economic growth and technological innovation in Africa by mobilising the next generation of startup talent and equipping them with the experiences and context they need to meaningfully contribute to elevating businesses and livelihoods in Africa.

May 2020We launched on this date announcing open applications for our inaugural cohort, the Venture for Africa Remote Fellowship; matching skilled global talent with leading, African tech startups via a 3-month immersion program.

June 2020Our inaugural fellowship kicked off with 5 fellows working across 3 startups in Nairobi, Kenya

November 2020Recruitment drive for VFA Cohort 2

January 2021Following 350+ applications, our second cohort kicked off with 4 additional fellows and a new partner in Lagos, Nigeria

Tobi Lafinhan | Contact Person

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Venture for Africa

Nairobi +1 more
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