Analyst - Client Experience

About the position

In the digital era, people are collaborating, co-creating, and sharing like never before. 
Be part of this drive within this dynamic organisation that offers fantastic career growth.
What you’ll be doing if you get the job:
- Design and evaluate the client experience across various touchpoints in Client Operations with a focus on enhancing client junctions, communication and improving their new business, servicing and claim journeys.
- Champion the Customer Experience aspects of the design process with thought leadership in the discipline and competence applying insights to continuously improve the desired client experience.
- Take ownership of Customer Experience monitoring and reporting of all functions within Client Operations functions.
- Your role may change over time, depending on your performance, your needs and the business’s needs.

Who’ll you report to:
You’ll be based within the Client Operations division in Sandton, head office and you’ll report to the Executive: Operational Efficiencies and Performance, who is accountable for customer experience enhancements and monitoring Client Operational functions.

Your duties will include:
- Gather and analyse customer experience data with the goal to better understand customer needs, viewpoints and experiences.
- Review and design operational processes, on-line documents and communication templates to achieve better customer outcomes.
- Provide insight on customer feedback from complaints, escalations, and surveys (internal and external) for product and process improvements.
- Maintain and enhance Treating Customer Experience model.
- Monthly reporting of Treating Customer Fairly Outcomes. 

Qualifications and experience:
- Minimum 3 years customer experience in Life insurance industry ESSENTIAL
- Financial/Statistical university degree and post-graduate qualification
- Previous experience in working with client and/or intermediary service providers.

Your knowledge:
- Sound knowledge of Business and Operational Insurance Industry administrative processes.

Your skills:
- Ability to make decisions , analytical mind and excellent problem solving techniques
- Ability to pay attention to detail and quality driven
- Ability to work effectively with others and contribute to team task accomplishment
- Must be organised and results orientated
- Good verbal and written communication skills in English
- Strong sense of ownership
- Excellent time management skills
- Pro-active and innovative
- Ability to analyse data for reporting purpose and analyse trends
- Ability to identify problem areas where business redesign is required
- Passion for excellence

Technical Skills:
- Excellent verbal and written communication skills
- Numeracy – Accounting and Data analytics
- MS Office and PC literate
- Microsoft Access

Desired Skills:

• Data Analyst
• Business and Operational skills
• Life Insurance knowledge
• Enhance customer service models500
• Modeling
• Trend analysis

Employer & Job Benefits:

• Monthly Performance incentive