Job Description

THE JOB AT A GLANCEThe Customer Experience Manager will be responsible design and develop Customer Centricity Strategy for RMA Group operations and support functions. The incumbent will be responsible for customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives. CE manager will manage and drive key projects and initiatives that are critical to the customer experience strategy execution, and drive improvement projects for non-conformance to standards. The SCE manager must be the custodian of customer metric dashboards including governance reporting for Mancos and Excos on performance, and for shareholder and investor categories. The incumbent will be responsible for regularly assessing how RMAs customer facing departments work together to deliver a seamless customer service. The CEM is a custodian for developing standards, knowledge, skills, and behaviours required to meet the expectations of RMAs broad range of customers. The CSE will spearhead the technological advances - research and implement monitoring and feedback systems to continuously evaluate customer satisfaction for both internal and external customers.WHAT WILL YOU DO?Managing the Customer Experience

• Design and implement a mature foundational customer experience strategy including customer policies, frameworks, and standards to monitor, measure and improve the customer experience across all touchpoint and communication channels.
• Create and the Customer Management Policy, Process and Standards (CARE, IMPACT, PROSPER, COVER, ANCHOR)
• Develop customer solutions and review processes to improve customer satisfaction and retention
• Manage stakeholder training service and workshops provided to RMA clients and other stakeholders
• Ensure adherence to all TCF (Treat Customer Fairly) requirements
• Develop the voice of the client (VoC) framework, standards, processes and market conduct strategy
• Analyse customer feedback
• Design the RMA Group Customer Dashboard with Customer Metrics, controls, and tolerance levels
• Establishing metrics and analytics frameworks to measure the effectiveness of customer experience initiatives and track key performance indicators
• Design the RMA Customer Charter & Measurement Matrix
• Design and improve customer experiences
• Building of customer-centric culture
• Driving organizational adoption of customer experience strategies and tactics.

Complaints Management * Contribute to resolution of strategic customer issues by acting in an advisory / consultative function

• Ensure that the TCF framework is implemented across RMA.

Ensuring business alignment and efficiency * Ensuring alignment both internally and externally in terms of:

• People
• Processes (stakeholder management)
• Overall and Departmental Strategies
• Systems
• Legislation
• Design, implement and continuous management of operational and strategic measurements
• Collaborate with internal and external stakeholders to identify gaps and solutions to meet customer needs.

Oversee running of Customer Experience team * Effectively manage Customer Experience team.Reporting on progress * Using appropriate templates/dashboards and channels to report progress on a regular basis

• Adhering to deadlines and ensuring accuracy and quality.

WHAT WILL YOU GET IN RETURN?We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.Turnaround timeThe shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.Our Commitment to transformation:In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.WHAT YOU'LL BRING TO THE TABLE?

• Bachelors degree in Business Administration, Marketing, Business Management, Communications, or a related field is beneficial
• Honours degree in Business Management or Commerce is preferrable
• Masters degree in Business Management or Commerce is advantageous
• Certifications in customer experience management are advantageous
• Minimum: 10 years of experience in Customer Service andor operating in insurance focusing on service
• Minimum: 7 years of full-time customer experience management
• 5 years experience of leading cross-functional teams
• Customer journey mapping and design
• Voice of the Customer (VoC) programs
• Data analytics and metrics
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
• Familiarity with project management principles and practices
• Knowledge of business policies, processes and procedures, legal compliance
• Excellent communication skills, both verbal and written interpersonal and communication skills
• Strong analytical skills to analyze customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey
• Customer experience management tools and technologies
• Ability to develop and manage interpersonal relationships at all levels of the company and external stakeholders
• Strong problem-solving abilities and passion for customer experience across value chains
• Ability to lead cross-functional teams
• Adaptability to proactively respond to evolving customer needs, industry trends, and shifting business dynamics
• Emotional intelligence to navigate the emotions of both customers and team members, showing empathy when needed
• Proficient with Microsoft Office Suite
• Insurance and/or Medical Aid experience advantageous
• Knowledge of FSCA.

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