Job Description

• Main purpose of the role is to implement the Customer & Broker Experience projects internally, brokers and suppliers.
• The Project Manager roles focus areas are:

• Increasing business measurement coverage through various voice of customer and broker platforms (surveys, analysis and presenting thereof)
• Driving and embedding the C1st culture within the organisation through managing various C1st initiatives (projects) including Customer Conduct (TCF) framework, Customer Month, Customer Resolution, etc.
• Fixing pain points through identifying, monitoring and tracking remediation actions and leading customer and broker customer journey mapping, with the relevant business areas
• Relevant administrative functions to support the Customer & Broker Experience team.

• Leverage customer & broker insights (NPS, satisfaction surveys, research, etc.) to steer the development of concrete action plans which drive customer and broker experience improvements.
• Process analysis and redesign, as well as experience design to improve overall customer and broker experience across Insure, brokers and suppliers.
• Apply user-centred design, using customer and broker journey mapping to identify key moments of truth, and testing and iterating on new experience designs until the ideal state is reached.
• Once customer or broker experience improvement opportunities are identified, the incumbent will need to thoughtfully prioritise, plan and manage the projects to successful completion.
• Use structured project management methods and tools to lead customer-driven process improvements.
• Reporting skills are essential.

Hollard