V&A Waterfront Programme 2022


The Customer Experience Intern is the eyes, ears, and face of the V&A at various moments of truth in the customer journey (B2C and B2B). They are responsible for fostering inclusive professional relationships across the V&A neighbourhood to provide an exceptional physical and online experience in real-time.

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V&A Waterfront Programme Advert

  • Location: Gauteng
  • Company: V&A Waterfront
  • Closing Date: Saturday, 1 October 2022 – 12:00

This must be done by supporting tenant survey/consumer research fieldwork, sharing consumer, customer and tenant journey analytics, and collating consumer insights to help the Business understand and service our customers more holistically. Drawing from on-the-ground experience, these real-time insights can enable the CX Intern to come up with innovative ways to surprise and delight consumers, solve problems more effectively, and guide and inform the business strategy


Tactical Experience Design & Relationship Management

  • Nurture individual customer relationships to enable buy-in, foster inclusivity and adoption of the V&A way
  • Ensure positive perceptions and sentiment via meaningful experiences and interactions
  • Act as an advocate for our customers, reporting and acting on observed areas for improvement
  • Ensure that all key messages are relayed and that the loop is closed regarding the escalation process and problem-resolution
  • Share news and updates and other information/content with customers
  • Develop and deploy surveys and provide customer research feedback
  • Fulfill front-of-house customer service role by responding to customer needs at the information kiosk. This includes but is not limited to; facilitating customer queries at the point of contact, managing switchboard, administering gift cards and other customer loyalty programmes
  • Adopt new ways of doing and adopt creative and innovative ways of solving problems and driving success in real-time
  • Understand what evolved CX looks like and translate this to and for the V&A Waterfront 

Customer listening, intelligence and insights

  • Act as an advocate for our customers by continuously reporting and acting on observed areas for improvement
  • Quickly adapt and learn new ways of doing based on observations but also in line with industry trends and best practice
  • Analyse and understand our bespoke customer segmentations and the different needs wants, and expectations of each to create on-the-ground real-time personalised experiences/engagements for each
  • Tactically respond to anecdotal and/or customer reviews and actively come up with innovative solutions for problems
  • Actively listen to customers and tailor responses and solutions to meet true customer needs
  • Conduct effective customer listening and observation to inform customer insights, influence creative real-time solutions and ensure more relevant business strategies

Social and interactive media (content creation)

  • Utilize social media platforms and other communication tools in reaching out to customers to help resolve issues and provide quick responses to inquiries
  • Engage with online audiences and professionally respond to any queries or concerns
  • Craft real-time voice and text responses that are authentic, sympathetic, genuinely understanding, and in line with our V&A brand and tone
  • Ensure that all V&A branded material across the precinct is up-to-date and readily accessible
  • Ensure that physical assets that enhance the on-the-ground experience (e.g. maps, touchscreens etc.) are maintained and up-to-date
  • Operate Plan-on and HubSpot as a super-user and utilize both tools to improve or enhance the real-time customer experience
  • Fully understand all principles of tangible content creation and the different ways to search, source and share the appropriate content

Measurement, analytics and reporting

  • Gather and share consumer, visitor, tenant, and shopper journey data analytics
  • Activate and roll out basic qualitative/quantitative research initiatives and support in driving response rates
  • Monitor customer service trends, competitive landscape, and digital innovation to discover new techniques that inspire enhanced experiences in the precinct
  • Identify where there may be a need for research based on on-the-ground experiences and trends emerging
  • Conduct, capture and report on interview/observation data
  • Timeously and accurately distribute and communicate consumer, tenant, and visitor data
  • Proactively seek opportunities to improve customer experiences based on customer journey analytics or on-the-ground observations

 The following educational requirements were found to be relevant to this job:

  • Matric Certificate
  • Currently, studying ND in Tourism Management or NQF Level 6
  • Candidates applying must be South African citizens
  • Ability to work shifts
  • Reliable transport essential
  • Interns who require workplace experiential training as part of qualification requirements.
  • Commencement: 01 October 2022
  • Duration: 6 Months

 Knowledge requirements:

  • Customer Service
  • Customer Experience
  • Experiential / Engagement Marketing
  • Events and Promotions
  • People management

 Skills requirements:

  • People skill
  • Emotional intelligence
  • Relationship building
  • Tactical implementation
  • Attention to detail
  • Logical reasoning
  • Problem-solving
  • Creative, forward-thinker
  • Excellent communication and presentation skills (written and verbal)
  • Computer Technological skill
  • Numerical reasoning

How to Apply to the V&A Waterfront


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