Job Description

Job Classification

• REQ: 129658 - Refilwe Falatsi
• Closing Date: 24 May 2024
• Division: Nedbank Insurance | Client Experience
• Employment Equity Statement: Preference will be given to individuals from underrepresented groups.

Job FamilyMarketing, Communication and ResearchCareer StreamMarket Research and Customer InsightsLeadership PipelineManage Self ProfessionalJob PurposeWe are seeking a skilled Customer Insights and Market Research Manager with expertise in analytics and Data Platforms to join our dynamic team. The ideal candidate will possess a strong foundation in data analysis and interpretation of customer data. You will play a pivotal role in extracting valuable insights to inform strategy, enhance customer experiences, and drive business decisions. The individual will be responsible for understanding our customers at a granular level (segmentation) to deliver unparalleled personalized experiences by developing and deploying commercially viable Client Value Propositions across the Nedbank Insurance business. Overall, this role involves managing data, extracting insights, and collaborating effectively to drive business success.Job Responsibilities

• Lead the development and execution of market research and analysis projects to uncover insights on consumer behaviour, market trends, and competitive landscape within the banking and insurance industry.
• Interpret and analyse data from a variety of sources such as consumer surveys, sales reports, and industry reports to identify opportunities for growth and market expansion.
• Collaborate with cross-functional teams including marketing and communications, sales and distribution, and product development to develop and implement insight-driven strategies and initiatives.
• Communicate key insights and recommendations to senior management and key stakeholders to guide decision-making and business planning.
• Stay up to date on industry trends, market dynamics, and consumer preferences to help inform business strategy and decision-making.

Core Function

• Collecting and Analyzing Data: As a Market and Consumer Insights Specialist, your primary responsibility will be to collect and analyse data related to consumers, competitors, and the marketplace. This involves using various methods such as surveys, interviews, and data analysis tools. Youll need strong analytical skills to interpret trends and patterns from the collected data.
• Supporting Strategic Objectives: Coordinating tasks, resources, and internal/external stakeholders is crucial for supporting the implementation of strategic objectives. This ensures alignment with the overall business goals. Meeting financial objectives by coordinating activities within budget/target requirements is another key aspect.
• Market Trends and Competitor Analysis: Monitor, analyse, and articulate competitor activity and emerging market trends. This information informs CVP design and ensures competitiveness.
• Leveraging analytics, management information (MI), and customer experience insights helps you understand customer needs better.
• Segment-Specific CVPs: Ensure alignment with segment-specific customer value propositions. Different customer segments may have varying needs and preferences. Regularly monitor and provide feedback to enhance the overall customer value proposition.
• Culture and Social Responsibility: Contribute to a positive organizational culture by participating in initiatives like staff surveys. Support corporate social responsibility efforts aligned with key business strategies.
• Process Enhancement and Personal Growth: Identify opportunities to enhance processes, systems, and policies. Stay abreast of developments in your field through training and career progression.
• Effective Communication: Ensure accurate information sharing with stakeholders by maintaining knowledge sharing within your team.
• Segmentation and Tracking: Implement accurate segmentation, tagging, and tracking of customer interactions across various touchpoints. The goal is to create a unified view of each customer.
• External Collaboration: Work closely with external vendors and customer research teams. Convert data into meaningful information and insights that provide value to the business.
• Regular Reporting: Develop and deliver regular reports on customer engagement, behaviour. These data-driven insights support business objectives.
• Stakeholder Liaison: Collaborate with the Lead and stakeholders to understand specific program/project requirements.

People Specification

• Data Analysis and Interpretation: Strong analytical skills are essential for collecting and analyzing data related to consumers, competitors, and market trends.
• Stakeholder Engagement: Building and maintaining collaborative relationships with internal and external stakeholders is crucial.
• Strategic Thinking: Understand the business landscape and contribute to strategic decision-making.
• Market Research Techniques: Familiarity with research methodologies, surveys, and competitor analysis.
• Communication Skills: Effective communication to articulate insights and recommendations.
• Industry Knowledge: Stay updated on industry trends, innovations, and technology.
• Problem-Solving: Ability to address challenges and identify opportunities.

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

Preferred QualificationBachelor of Commerce: Honours , Bachelor of Commerce: Honours - Business ManagementMinimum Experience LevelOverall 5 years + experience in Client Experience, Customer Value Propositions and Customer Insights.

• 5 years' experience in developing, implementing and being accountable for crafting of CVP, take to market strategy and business plan.
• 6 years' experience in roles within market insights, consumer research or product management
• 4 years' + experience in Insurance and/or financial service industry

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 - Refilwe Falatsi

Nedbank