Job Description

Job Classification

• REQ: 133198 - Refilwe Falatsi
• Closing Date: 12 April 2024
• Location: 135 Rivonia Campus, Sandton
• Division: Nedbank Insurance | Client Experience
• Employment Equity Statements: Preference will be given to candidates from underrepresented individuals.

Job FamilyMarketing, Communication and ResearchCareer StreamMarket Research and Customer InsightsLeadership PipelineManage OthersFAIS AffectedJob PurposeJoin Our Team: Elevate the Customer Journey as a Client Experience ManagerAre you passionate about crafting unforgettable customer experiences? Do you thrive on driving innovative solutions that enhance client satisfaction? We are seeking a dynamic Client Experience Manager to lead our mission in delivering exceptional service that not only meets but exceeds customer expectations. If you have a knack for identifying customer needs, a talent for transforming insights into action, and a drive for continuous improvement, we want you on our team!Job Responsibilities

• Strategic Ownership: Spearhead the advancement of key customer experience (CX) metrics, championing initiatives that deliver measurable year-on-year enhancements.
• Insightful Leadership: Provide thought leadership on CX insights, translating complex data into actionable strategies for both immediate and long-term customer satisfaction gains.
• Innovative Experimentation: Lead the design and execution of CX experiments, scaling successful initiatives in collaboration with Product and Technology teams.
• Customer Advocacy: Develop and implement feedback mechanisms to proactively identify and resolve customer pain points, fostering a culture of customer-centric change.
• Analytical Excellence: Conduct in-depth analyses of customer interactions and internal processes, guiding structured problem-solving to optimize the customer journey.
• Process Optimization: Drive continuous process improvements, ensuring team operations are efficient and effective.
• Vendor Management: Oversee vendor relationships to guarantee the delivery of superior service and products.
• Standardization and Scalability: Advocate for and apply standardization principles to enhance business scalability and operational excellence.
• Client Satisfaction Levers: Identify key factors influencing client satisfaction and retention, integrating these insights into the customer journey to foster loyalty and advocacy.
• Collaborative Growth: Work closely with cross-functional teams to refine our client experience strategy, ensuring a cohesive and comprehensive understanding of client needs.
• CX Strategy Implementation: Oversee the execution of our client experience approach, ensuring it aligns with Nedbank Insurances high standards and industry best practices.
• Service Culture Development: Foster a service-oriented culture within the team, measuring and improving satisfaction across key stakeholder groups.
• Innovative Tool Deployment: Lead the introduction of cutting-edge tools and methodologies, managing virtual resources for a successful implementation that includes change management and training.
• Governance Adherence: Ensure compliance with all governance frameworks, policies, and standards to safeguard stakeholder interests.

Job Responsibilities Continue

• Resource Management: Utilize project management expertise to manage resources effectively, achieving strategic business objectives.
• Cultural Transformation: Actively participate in Nedbanks cultural initiatives, addressing feedback from staff surveys to enhance our workplace environment.
• Client Service Advocacy: Champion interventions that cultivate a robust client service culture, driving corporate responsibility and team engagement for operational excellence.

People Specification

• Proven Leadership: Experience as a senior CX/UX manager, demonstrating a customer-centric approach and the ability to drive significant improvements in client experience.
• Strategic Influence: Exceptional communication skills, with the capacity to influence decision-making at all organizational levels.
• Analytical Prowess: Strong analytical abilities, comfortable interpreting large datasets to inform strategic decisions.

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

Preferred QualificationBachelor of Commerce: Honours , Bachelor of Commerce: Honours - Business ManagementEssential CertificationsPreferred CertificationsMinimum Experience Level5 - 7 years managing a research function and exposure to financial services (Insurance industry preferable)

• Working experience with participant management and research platforms (e.g., Qualtrics XM Directory)

Technical / Professional Knowledge

• Budgeting
• Change management
• Client service management
• Client service principles
• Communication Strategies
• Consumer behaviour
• Governance, Risk and Controls
• Organisational systems
• Principles of project management

Behavioural Competencies

• Communication
• Decision Making
• Innovation
• Business Acumen
• Guiding Team Success
• Continuous Improvement
• Planning and Organizing
• Delegation and Empowerment

Please contact the Nedbank Recruiting Team at +27 860 555 566

Nedbank