Client Experience Specialist - PaarlFull job descriptionJob ClassificationJOB REQ: 120864 - Refilwe FalatsiClosing Date: 5 April 2024Division: Nedbank InsuranceLocation: 135 Rivonia Campus, SandtonEmployment Equity Statement: Preference will be given to individuals from previously underrepresented groups.Job FamilyCustomer Insights and ResearchCareer StreamMarket Research and Customer InsightsLeadership PipelineManage OthersJob PurposeTo 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 partiesTrack, 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 ResponsibilitiesDeveloping 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 SpecificationEssential Qualifications - NQF LevelProfessional Qualifications/Honour’s DegreePreferred QualificationDegree, Honours or Masters in Commerce or Business SciencePreferred CertificationsCX and UX DesignType of ExposureManaging stakeholdersClient Experience and User Experience DesignImplementing a strategic planMeasuring client satisfaction across all touch points.Working with client to solve client problems.Investigating and reviewing processes to improve client satisfactionCoaching and mentoring othersResearch and marketing insights.Client Journey MappingMinimum Experience Level5 - 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 KnowledgeBanking knowledgeResearch and analyticsData analysisProject ManagementResearch methodologyChange managementBusiness principlesBusiness terms and definitionsCommunication StrategiesConsumer behaviourBusiness writing and presentation skillsClient focused process DesignBehavioural CompetenciesCustomer OrientationContinuous ImprovementDriving InnovationGuiding Team SuccessPlanning and OrganizingCoaching-Please contact the Nedbank Recruiting Team - Refilwe Falatsi
