Client Experience Specialist - Nedbank - South Africa

Job Classification JOB REQ: 120864 - Refilwe Falatsi Closing Date: 5 April 2024 Division: Nedbank Insurance Location: 135 Rivonia Campus, Sandton Employment Equity Statement: Preference will be given to individuals from previously underrepresented groups. Job Family Customer Insights and Research Career Stream Market Research and Customer Insights Leadership Pipeline Manage Others Job Purpose To influence the understanding and thinking of client and consumer behaviour through foresight, customer insights and analytics, and enabling business to achieve its objectives by putting Client first. To operationalize Client Experience strategy and enhance client user experience based on identified gaps in client journeys and voice of client and all TCF requirements with a particular concentration on comprehensive Short-term Insurance . Conduct overlays of voice of client insights with root causes from Complaints themes and emerging self-identified issues combined with other research and consumer insights in an effort to continuously close identified gaps. User Experience design, testing, implementation and continuous management of operational, tactical and strategic measurements with a continuous review of experience measurements to ensure best proactive adoption actions and addressing gaps. Key stakeholder engagements and collaborative sessions held regularly. Identify and co-define the conduct risk elements in client journey. Are you someone who can : • Lead the process in working to address and resolve client issues, either through direct personal action or by promoting quick and results-driven collaboration with other relevant parties • Track, analyse, and report key client experience metrics. • Engage in cross-functional relationships to obtain and to provide work support. • Resolve customer pain points by taking ownership of the problem through design experience tactics on customer journeys. Job Responsibilities Developing and implementing customer experience strategies : Designing and executing strategies and tactics to enhance the overall customer experience. This includes mapping customer journeys, identifying pain points, and implementing improvements to drive customer satisfaction and loyalty. Monitoring customer feedback: Collect and analyze customer feedback through various channels, such as surveys, social media, complaints, and customer support interactions; to drive data informed decisions in improving customer experience. Managing customer support processes : Support Operations team to ensure timely and effective resolution of customer issues. This includes setting up processes and systems to handle customer inquiries, complaints, and escalations, as well as monitoring and analysing support metrics to identify areas for improvement. Collaboration with cross-functional teams : Work closely with marketing, sales and product and operations teams to align customer needs with the organisation's offerings. Advocate for customers' interests throughout the company and help ensure that products, services, and processes are designed with the customer in mind. Collaborate with IT and digital teams : Collaborate closely with IT and digital teams to ensure that the company's digital platforms are aligned with customers' needs and expectations. You may be responsible for gathering requirements, overseeing development projects, and testing new digital implementation and initiatives. Performance tracking and reporting: You are responsible for analyzing key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates. Regular reporting and sharing insights with stakeholders help in identifying areas of improvement and making data-backed recommendations. Keeping up with industry trends: As a CX Manager, you need to stay updated on the latest industry trends and emerging technologies to identify opportunities for innovation and improvement in customer experience. This includes keeping an eye on customer experience best practices, attending industry conferences, and participating in relevant forums and communities. Root cause and insights analysis strategy – identify and prioritise customer experience breakdown points based on customer expectations, breakdown severity and business impact using customer measurement feedback. People Specification Essential Qualifications - NQF Level Professional Qualifications/Honour’s Degree Preferred Qualification Degree, Honours or Masters in Commerce or Business Science Preferred Certifications CX and UX Design Type of Exposure Managing stakeholders Client Experience and User Experience Design Implementing a strategic plan Measuring client satisfaction across all touch points. Working with client to solve client problems. Investigating and reviewing processes to improve client satisfaction Coaching and mentoring others Research and marketing insights. Client Journey Mapping Minimum Experience Level 5 - 7 years experience in a Client Experience function preferably Insurance. Significant customer experience strategy development and design. Digital product design and development to integrate digital first and user centred design into team behaviour and build agile digital product management and development methodologies. Customer-centric approach to improving CX – demonstrable experience in using consumer and data insights. Technical / Professional Knowledge Banking knowledge Research and analytics Data analysis Project Management Research methodology Change management Business principles Business terms and definitions Communication Strategies Consumer behaviour Business writing and presentation skills Client focused process Design Behavioural Competencies Customer Orientation Continuous Improvement Driving Innovation Guiding Team Success Planning and Organizing Coaching Please contact the Nedbank Recruiting Team - Refilwe Falatsi Apply Now

Share this job with someone you think should apply!

Facebook

Client Experience Specialist - South Africa

Related Jobs

Head Of Customer Experience Namibia - South Africa

Head of Customer Experience - South Africa

Member Specialist Johannesburg - Johannesburg

MEMBER JOURNEY SPECIALIST - JOHANNESBURG 1.2 MILLION PER ANNUM - Johannesburg

Member Journey Specialist - Johannesburg

Want to do another search?