About the position
The client experience management team focuses on the overall client experience by performing client surveys, analyzing client feedback, and operational data to identify client pain points, identifying and designing opportunities to improve the client journey and create an enhanced client experience.
The team does this in collaboration with cross-functional teams including Strategic Business Units, Client Support and Growth, Strategy and Innovation and Corporate Affairs divisions, to align client experience efforts with business goals and objectives.
Enhancement of the client experience includes:
- Analysis of behavioral data insights including embedding and establishing New Ways of Works (NWoW), currently through the Perform Plus tool.
- Analysing data across the value chain in order to identify blockages, analyzing client data (including survey and complaints) to identify pain points for clients;
- Leading problem-solving huddles to identify implementable solutions and ensuring effective implementation of solutions;
- Working with Continuous Improvement team to ensure effective end to end client journey mapping and management, clearly identifying touch points, pain points, opportunities for improvement and driving collaboration for optimal outcomes.
Qualification
- Minimum qualification: relevant commercial or technical Honours Degree or equivalent qualification.
Knowledge Skills
- 8-10 years relevant experience
- Experience in implementing process improvement projects.
- Extensive knowledge of client journey mapping and process governance.
- Experience working in project execution environment with tight deadlines.
- Project management
- Data analysis and presentation
- Ability to work in a team environment and independently manage own workload.
- Strong oral and written communication skills
- Facilitation and training
- Decision-making and consensus building
- Consulting and coaching
- Leadership and team development
- Creative problem-solving
- Resource planning, budgeting, and management
- Displays confidence; can defend own perspective and support it with data
- Conflict and change management
- Pragmatic and action-oriented
- Analyzing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience.
- Developing and implementing strategies to improve client interactions across multiple touchpoints and channels.
- Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives.
- Designing and implementing client service standards and guidelines.
- Training and educating staff on client-centric approaches and best practices to drive a client-focused culture throughout the organization.
- Monitoring and measuring key performance indicators (KPIs) related to client satisfaction, retention, and loyalty, providing regular reports and insights to Exco and stakeholders.
- Apply a problem-solving mindset and coach team managers to improve results, identify root causes and identify solutions for implementation.
- Providing guidance to sustain improvement changes through the development and execution of 100-day plans (key for sustainability)
- Ensuring NwoW are embedded into departments within the organization.
- Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history.
- Seamless omnichannel experience: Ensuring consistency and continuity across different channels and platforms (such as website, mobile app, social media, physical stores) to provide a cohesive and integrated experience.
- Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly.
- Employee training and empowerment: Ensuring that employees are equipped with the necessary skills, knowledge, and tools to deliver excellent client service. Empowering employees to make decisions and take actions that benefit the client.
Desired Skills:
- Judgment and Decision Making
- Complex Problem Solving
- Critical Thinking
- Management of Personnel Resources
- Social Perceptiveness
- Management of Financial Resources
- Time Management
