Customer Insights Specialist - Nedbank - Johannesburg

Requisition Details & Talent Acquisition Consultant REQ 132821 - Michelle Thabethe Job Family Marketing, Communication and Research Career Stream Market Research and Customer Insights Leadership Pipeline Manage Self: Technical Job Purpose To support business strategy by gaining customer feedback and relevant intelligence on markets / services served, extracting insights, and disseminating to various levels within the organisation. Job Responsibilities Contribute and develop various staff engagement surveys to support a culture conducive to the achievement of transformation and customer satisfaction goals (e.g. staff surveys, etc.). Participate and support ongoing engagements and customer experience sessions to achieve key business strategies and objectives by identifying root cause of service delivery pain points. Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems. Keep abreast of legislation, benchmarking, measurement standards, and other relevant industry changes that impacts on role by reading relevant newsletters; websites and attending sessions. Understand and embrace the Nedbank vision and business strategies and demonstrate the values through interaction with team and stakeholders. Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers. Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practice and certifications obtained and/or maintained within specified time frames. Develop comprehensive customer experience and survey reports, dashboards, and insights to ensure information is provided correctly and adds value to all stakeholders and sharing knowledge with relevant teams. Provide input on activities for relevant stakeholder reports by sourcing information and applying insightful results. Co-ordinate tasks, resources and internal and external stakeholders to support the implementation of value adding and improvement activities. Meet financial objectives by co-ordinating activities in line with budget requirements. Support the customer strategy and relevant objectives by aligning activities within the business to enable and drive implementation. Identify and engage with all stakeholders to ensure implementation of customer satisfaction activities. Build and maintain collaborative relationships with stakeholders to deliver on customer satisfaction objectives. Written and verbal communication of reports that provide insight and direction to guide solutions to customer satisfaction objectives and measurement, recommend improvements insights and opportunities. Manage Knowledge Articles, customer support articles associated within the relevant tools to enhance and enable self-service. Minimum Experience Level 2 - 3 years in service management in a banking environment and/or market research. 2 - 3 Experience working with customer satisfaction, transactional and relationship surveys. Preferred Qualification Bachelor of Commerce: Business Management, Bachelor of Commerce: Marketing Type of Exposure Experience in Surveys and Customer Satisfaction benchmarking and survey measurement methodology (NPS/CSAT/CES, etc.) Experience with Case Management / Service Management tools like ServiceNow Experience with developing insightful surveys and reports / dashboard using various survey tools like Qualtrics. Good communication and facilitation skills across diverse stakeholders. Analytics and reporting capability / acumen. Ability to translate complex survey and customer / business data into actionable insights and present this to various stakeholders and Management. Prepare Reports, dashboards, presentations for various levels of management to drive customer satisfaction objectives Technical / Professional Knowledge Administrative procedures and systems Cluster specific operations Governance, Risk and Controls Microsoft Office Relevant regulatory knowledge Relevant software and systems knowledge Knowledge of South African Market Research Association (SAMRA) code Behavioural Competencies Earning Trust Communication Continuous Learning Customer Focus Building partnerships Managing Work Quality Orientation Technical/Professional Knowledge and Skills Disclaimer Preference will be given to candidates from the underrepresented groups Please contact the Nedbank Recruiting Team at 27 860 555 566 Please contact the Nedbank Recruiting Team at 27 860 555 566 If you can't find the job you're looking for, activate job alerts to be one of the first to know when new positions open up. Apply Now

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Customer Insights Specialist - Johannesburg

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