Analyst - Client Experience - Strategic Personnel - North Johannesburg

Reference: JHB000565-Dana-1 In the digital era, people are collaborating, co-creating, and sharing like never before. Be part of this drive within this dynamic organisation that offers fantastic career growth. What you'll be doing if you get the job: - Design and evaluate the client experience across various touchpoints in Client Operations with a focus on enhancing client junctions, communication and improving their new business, servicing and claim journeys. - Champion the Customer Experience aspects of the design process with thought leadership in the discipline and competence applying insights to continuously improve the desired client experience. - Take ownership of Customer Experience monitoring and reporting of all functions within Client Operations functions. - Your role may change over time, depending on your performance, your needs and the business's needs. Who'll you report to: You'll be based within the Client Operations division in Sandton, head office and you'll report to the Executive: Operational Efficiencies and Performance, who is accountable for customer experience enhancements and monitoring Client Operational functions. Your duties will include: - Gather and analyse customer experience data with the goal to better understand customer needs, viewpoints and experiences. - Review and design operational processes, on-line documents and communication templates to achieve better customer outcomes. - Provide insight on customer feedback from complaints, escalations, and surveys (internal and external) for product and process improvements. - Maintain and enhance Treating Customer Experience model. - Monthly reporting of Treating Customer Fairly Outcomes. Qualifications and experience: - Minimum 3 years customer experience in Life insurance industry ESSENTIAL - Financial/Statistical university degree and post-graduate qualification - Previous experience in working with client and/or intermediary service providers. Your knowledge: - Sound knowledge of Business and Operational Insurance Industry administrative processes. Your skills: - Ability to make decisions , analytical mind and excellent problem solving techniques - Ability to pay attention to detail and quality driven - Ability to work effectively with others and contribute to team task accomplishment - Must be organised and results orientated - Good verbal and written communication skills in English - Strong sense of ownership - Excellent time management skills - Pro-active and innovative - Ability to analyse data for reporting purpose and analyse trends - Ability to identify problem areas where business redesign is required - Passion for excellence Technical Skills: - Excellent verbal and written communication skills - Numeracy – Accounting and Data analytics - MS Office and PC literate - Microsoft Access R 500000 - R 520000 - Annually plus Monthly Performance incentive Apply Now

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