Chief Experience Officer - Central Johannesburg
Purpose of role: The primary purpose of the Chief Experience Officer at SEB is to continuously work to improve SEB’s relationship with its clients and members and to provide a positive and consistent client experience. Included in this is the ability to organize and develop a way to measure how our clients perceive the service that SEB provides.S/he will be primarily responsible for mapping out the client and member journeys and understanding their needs that fosters an improved client/member experience.The role will require that the Chief Experience officer create the SEB ‘’Experience strategy and practices’’ that improves client acquisition and retention.This role requires the incumbent to enhance the engagement of our clients and integrates the executive and client-facing aspects of business to be able to effectively use client feedback and behavioral data and insights to drive improvements, eliminate friction from the overall experience, and ensure that future services align with what our members and clients care about.The Chief Experience Officer is also responsible for fostering a client-centric internal culture – with their focus entirely on optimizing the client and member experience. This means that they must be able to translate all departmental goals to ensure that each team is contributing to the big picture plan. Responsibilities: To work with internal and external stakeholders to identify gaps in the client experience and opportunities to improve them. This means working with high-level decision-makers like the COO, CTO and CEO, as well as client facing teams like the Key Account Managers, Member Centres , Service Centre and Benefit Counsellor.S/he will be responsible for mapping the client journey across all touchpoints and channels by capturing, monitoring, and analyzing client feedback. This may include tracking how our net promoter score changes over time, analyzing client sentiment, and identifying themes across all feedback channels. This may include owning aspects of the client journey such as: Developing feedback surveys (Conduct market and client research by conducting surveys and polls, competitor analyses, reading market reports to understand what drives our clients and members to create a client/member profile outlining client/member needs, wants, and goals especially in lieu of services rendered)Review current apps and or portals (Benefit Counsellor/Hello Peter/Internet) and improve the experience for our clients. These must be mapped solutions with a view to enhancing the experience and ensuring consistency in the experience for all clients and members. (Ensuring as well that these are ‘’user friendly’’ and appeal to our target member audience).Scheduling in-person and online meetings with clients. Working closely with our client liaison offices to under https://protool.gumtree.co.za/external-link-browser.html?urlaHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yOTAzODE3MDU2P3NvdXJjZT1ndW10cmVl&jid1749262&xid2903817056
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