Job Description

Requisition Details & Talent Acquisition ConsultantREQ 132821 - Michelle ThabetheJob FamilyMarketing, Communication and ResearchCareer StreamMarket Research and Customer InsightsLeadership PipelineManage Self: TechnicalJob PurposeTo support business strategy by gaining customer feedback and relevant intelligence on markets / services served, extracting insights, and disseminating to various levels within the organisation.Job Responsibilities

• Contribute and develop various staff engagement surveys to support a culture conducive to the achievement of transformation and customer satisfaction goals (e.g. staff surveys, etc.).
• Participate and support ongoing engagements and customer experience sessions to achieve key business strategies and objectives by identifying root cause of service delivery pain points.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Keep abreast of legislation, benchmarking, measurement standards, and other relevant industry changes that impacts on role by reading relevant newsletters; websites and attending sessions.
• Understand and embrace the Nedbank vision and business strategies and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practice and certifications obtained and/or maintained within specified time frames.
• Develop comprehensive customer experience and survey reports, dashboards, and insights to ensure information is provided correctly and adds value to all stakeholders and sharing knowledge with relevant teams.
• Provide input on activities for relevant stakeholder reports by sourcing information and applying insightful results.
• Co-ordinate tasks, resources and internal and external stakeholders to support the implementation of value adding and improvement activities.
• Meet financial objectives by co-ordinating activities in line with budget requirements.
• Support the customer strategy and relevant objectives by aligning activities within the business to enable and drive implementation.
• Identify and engage with all stakeholders to ensure implementation of customer satisfaction activities.
• Build and maintain collaborative relationships with stakeholders to deliver on customer satisfaction objectives.
• Written and verbal communication of reports that provide insight and direction to guide solutions to customer satisfaction objectives and measurement, recommend improvements insights and opportunities.
• Manage Knowledge Articles, customer support articles associated within the relevant tools to enhance and enable self-service.

Minimum Experience Level

• 2 - 3 years in service management in a banking environment and/or market research.
• 2 - 3 Experience working with customer satisfaction, transactional and relationship surveys.

Preferred Qualification

• Bachelor of Commerce: Business Management, Bachelor of Commerce: Marketing

Type of Exposure

• Experience in Surveys and Customer Satisfaction benchmarking and survey measurement methodology (NPS/CSAT/CES, etc.)
• Experience with Case Management / Service Management tools like ServiceNow
• Experience with developing insightful surveys and reports / dashboard using various survey tools like Qualtrics.
• Good communication and facilitation skills across diverse stakeholders.
• Analytics and reporting capability / acumen.
• Ability to translate complex survey and customer / business data into actionable insights and present this to various stakeholders and Management.
• Prepare Reports, dashboards, presentations for various levels of management to drive customer satisfaction objectives

Technical / Professional Knowledge

• Administrative procedures and systems
• Cluster specific operations
• Governance, Risk and Controls
• Microsoft Office
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Knowledge of South African Market Research Association (SAMRA) code

Behavioural Competencies

• Earning Trust
• Communication
• Continuous Learning
• Customer Focus
• Building partnerships
• Managing Work
• Quality Orientation
• Technical/Professional Knowledge and Skills

DisclaimerPreference will be given to candidates from the underrepresented groupsPlease contact the Nedbank Recruiting Team at +27 860 555 566Please contact the Nedbank Recruiting Team at +27 860 555 566

Nedbank