Specialist Customer Experience

🗏Job Type

Full Time

Description
Specialist Customer Experience


Enablement of the customer experience strategy through the delivery of frameworks, approaches and Initiatives aligned to the Business Unit strategy, supported by research, design and engagement with customers, employees, key Business Unit departments and Customer Experience strategic leadership

Role core functions

:
Customer Experience Strategy
Design and implement frameworks for the delivery of the customer experience strategy, aimed at delivering a differentiated customer experience
Influence and provide inputs to the customer strategy, through research and identification of new opportunities to Executive teams/ or management teams whichever is applicable
Influence and drive the strategic alignment of the customer experience frameworks and the Business Unit Customer Strategy, ensuring that outputs, initiatives and deliverables are aligned
Provide support to the Business Unit head of Customer Experience in terms of inputs to the Business Unit Customer Strategy

Customer Experience Design Co-ordination
Conduct primary research as a key input into the customer experience design, fully understand the current situation and any complicating factors

Facilitate and participate in customer and employee forums in order to gain insights into climate, culture, successes and obstacles to the delivery of a differentiated customer experience Influence the definition of the customer experience standards, through continuous improvement and research initiatives

Draw insights and conclusions from the above and use this as the basis for designing potential solutions and remedial actions

Test and refine the identified solutions though a robust proof of concept process, in order to understand final design implications, prior to full adoption and rollout

Identification and solutioning of inhibitors that are entrenched and preventing the delivery of the customer experience, e.g. employee measures, employee capabilities, physical and infrastructure barriers

Identification and delivery of frameworks aimed at providing positive recognition of employee excellence in the delivery of the desired customer experience

Customer Experience Enablement
Support and assist the Business Unit head of Customer Experience with the establishment of the performance improvement programme in order to drive specific customer experience actions across the Business Unit

Identification of root causes through various analytical processes

Identification of a range of potential solutions through research, engagement with business partners

Facilitation of, testing and delivery of proof of concepts within business aimed at delivering the desired customer experience

Evaluation and recommendation of potential solutions in order to deliver customer improvement solutions and initiatives in conjunction with business to establish a differentiated and desired customer experience

Drive adoption of Treating Customers Fairly (TCF) practices in business to ensure compliance with legislative and organisational requirements

Develop and implement a Complaints and Customer Experience quality assurance framework

Establish and manage complaints Management Information that is aligned to AFS and Group requirements

Business Management
Manage departmental budgets including signing off of invoices and quotations within mandate. Escalate out of budget items to the Head: Customer Experience for approval.

Agree Customer Experience performance targets with internal stakeholders and
Head: Customer Experience and take accountability for the achievement of customer metrics

Identify and report TCF and Compliance risks to Head: Customer Experience.

Stakeholder Management
Engage with HR to drive employee enablement initiatives and ensure that employee designs are aligned to the customer experience standards

Influence and ensure alignment of the customer segmentation and employee segmentation through continuous engagement with the customer proposition and employee proposition

Provide insights to any Business Unit customer forums and Business Unit Exco to enable sound decision making and drive alignment of the customer strategy
Manage agreed service level agreements with third party and internal service providers

Perform all other duties as reasonably assigned

Education and Experience Required


Essential / Minimum
B Com general degree (NQF7) with financial, marketing and research subjects
Five (5) years Financial Services experience
Three (3) years customer interaction experience
Solid ability to translate strategy into implementable initiatives
Preferred / Advantage
Project Management experience
Change Management experience

Knowledge and skills


Verbal and written communications skills
Relationship management skills
Root cause analysis skills
Analytical skills
Customer engagement skills
Knowledge of Customer Experience
Negotiation skills
Change Management
Computer Literacy Level:
Good communication skills (Verbal and Written) Level:
Knowledge of the Regulatory and Industry standards Level:
Ability to work under pressure Level: Do without Supervision

Competencies


Learning and researching
Creating and Innovating
Deciding and initiating action
Delivering results and meeting customer expectations
Persuading and influencing
Formulating strategies and concepts
Analysing
Entrepreneurial and commercial thinking
Experience
Essential / Minimum
5 years’ experience in a customer facing role
Preferred / Advantage
1-2 years’ experience in Life Insurance industry in customer facing role

Essential/Basic Qualifications
Education and Experience Required


Essential / Minimum
B Com general degree (NQF7) with financial, marketing and research subjects
Five (5) years Financial Services experience
Three (3) years customer interaction experience
Solid ability to translate strategy into implementable initiatives
Preferred / Advantage
Project Management experience
Change Management experience

Knowledge and skills


Verbal and written communications skills
Relationship management skills
Root cause analysis skills
Analytical skills
Customer engagement skills
Knowledge of Customer Experience
Negotiation skills
Change Management
Computer Literacy Level:
Good communication skills (Verbal and Written) Level:
Knowledge of the Regulatory and Industry standards Level:
Ability to work under pressure Level: Do without Supervision

Competencies


Learning and researching
Creating and Innovating
Deciding and initiating action
Delivering results and meeting customer expectations
Persuading and influencing
Formulating strategies and concepts
Analysing
Entrepreneurial and commercial thinking
Experience
Essential / Minimum
5 years’ experience in a customer facing role
Preferred / Advantage
1-2 years’ experience in Life Insurance industry in customer facing role



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Job id : , #74972, 5 views,

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