Manager: Client Experience - JhbFull job descriptionJob ClassificationREQ: 133198 - Refilwe FalatsiClosing Date: 12 April 2024Location: 135 Rivonia Campus, SandtonDivision: Nedbank Insurance | Client ExperienceEmployment 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 ResponsibilitiesStrategic 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 Insurance’s 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 ContinueResource Management: Utilize project management expertise to manage resources effectively, achieving strategic business objectives.Cultural Transformation: Actively participate in Nedbank’s 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 SpecificationProven 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 LevelAdvanced Diplomas/National 1st DegreesPreferred 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 KnowledgeBudgetingChange managementClient service managementClient service principlesCommunication StrategiesConsumer behaviourGovernance, Risk and ControlsOrganisational systemsPrinciples of project managementBehavioural CompetenciesCommunicationDecision MakingInnovationBusiness AcumenGuiding Team SuccessContinuous ImprovementPlanning and OrganizingDelegation and Empowerment-Please contact the Nedbank Recruiting Team at +27 860 555 566
