Client Experience Specialist

Job Classification

JOB REQ: 120864 - Refilwe Falatsi
Closing Date: 18 March 2023
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.

Job Responsibilities

Managed Financial and Business Results: Meet business objectives by recommending, managing and controlling the voice of client and proposing strategies and actions to optimise investment in research and enable commercialization of our personal lines offering. Meet financial objectives by managing project-related budgets and costs.
Managed Stakeholder Relationships: Design, develop and implement voice of client and contribute to resolution of strategic client issues by acting in an advisory/ consultative function.
Managed Internal Process: Design, implement and management of operational and strategic measurement. Continuous review of experience measurements to ensure best proactive adoption actions and addressing gaps.
Improving operational excellence: Assist in guiding the analysts and engineers to develop requirements that would provide enhancement to policies and processes to ultimately improve the client experience.
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.
Perform detailed analytics to identify root cause problems impacting customer experience delivery.
Assist in delivering projects which lead to the creation of an industry leading experience which exceeds and is at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of Nedbank Insurance Short Term Insurance.
Leverage insights and data to ensure that solutions / services are truly designed around client.
Develop relationships with colleagues and stakeholders to ensure development and delivery of consistent great experience that drive customer loyalty and leverage best practice.
Demonstrate ability to draw customer insights from multiple tools / sources.

People Specification

Essential Qualifications - NQF Level