A position of Customer Insights Specialist exists in the Santam Experience team the position could be based in either Sandton or Tygervalley.
The purpose of the Customer Insights Specialist is to manage and implement the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real time data. To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.
What will make you successful in this role?
- Drive a comprehensive Customer Insights like Voices of the Experiences, Journey Mapping strategy, including ownership of Tools used
- Drives strategies and execution of plans to advance customer advocacy across channels
- Develop standard process for measuring insights across journeys steps and customer success
- Shares the Voice of the Customer (VOC) - including the needs of current and future customers, to executive leadership within the organisation
- Merging all insights across the business and using them to provide the business with comprehensive insights across all functionalities.
- Develop and deepen an understanding of VOX, journey mapping and insights, products, and offerings to ensure the effective delivery of insights Develop and leverage partnerships, both internal and external and uses networks to maximise and meet business goals
- Driving the development of customer insights to make positive changes that will positively affect the customer experience across channels
- Prepare reporting and presentation for different levels of management sharing insights and recommendations on changes to potentially improve product and services.
- Share VoX results to leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
- Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organised customer communications
- Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
- Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc including ownership of VOX and JM Tools survey and mapping platforms
- Drives strategies and execution of plans to advance customer advocacy across channels
- Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
- Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
- Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
- Conduct research within internal teams or with external partners to understand the customer and partner journey
- Make recommendations for operational improvements by analysing quality performance
- Collaborate across Santam Group business units to develop the What good looks like models
- Bachelors degree, preferably in research, psychology, marketing, economics, or a business-related field.
- Net Promoter Certification is advantageous
- 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
- 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
- Good knowledge of Customer experience principles
- Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
- Familiarity with CRM and D365 Customer insights model
- Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
- Demonstrated passion for Customer Experience and acting as an advocate for customers
- Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
- Experience applying statistical techniques and working knowledge of statistics concepts.
- Experience designing and developing Tableau reports
- Shown experience delivering customer insights that drive key performance metrics
- Experience in impact modelling, regression analysis, cluster/factor analysis
- Strong critical thinking, influencing, and relationship management skills
- Able to work, prioritise and lead multiple initiatives simultaneously with minimal supervision
- Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
- Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
- Comfortable working through large data sets of information and aligning data across systems and sources
- Strong project management and change management skills
- Advanced MS Excel / PowerPoint experience
- High competency in surveying principals and methodologies
- Customer centric
- Excellent negotiation skills
- Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
- High confidence, self-driven individual who can remain calm and focused under pressure
- Facilitation of workshops, decision-making and actions to enable teams to agree next steps
- Ability to effectively deal with conflict situations
- Ability to be organised while working in a complex, fast-paced and dynamic environment
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others
About The Company
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. Were about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam, we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals, we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
