Analyst - Client Experience

2 weeks ago

Johannesburg, Gauteng, South Africa Strategic Personnel Full time

What you'll be responsible for:

  • Design and assess the customer journey in Client Operations, focusing on improving client interactions, communication, and enhancing their experience in new business, servicing, and claims processes.
  • Lead the Customer Experience aspect of the design process, providing thought leadership and applying insights to enhance the overall customer experience continually.
  • Take charge of monitoring and reporting on Customer Experience across all functions in Client Operations.
  • Your role might evolve based on your performance, personal needs, and the company's requirements.

Who will be your supervisor:


You will work in the Sandton office within the Client Operations division reporting to the Executive: Operational Efficiencies and Performance. This individual oversees customer experience enhancements and monitors Client Operations functions.


Your responsibilities will involve:

  • Collecting and analyzing customer experience data to gain insights into customer needs, perspectives, and experiences.
  • Evaluating and structuring operational procedures, online materials, and communication templates to improve customer outcomes.
  • Providing feedback on customer input from complaints, escalations, and surveys (internal and external) to enhance products and processes.
  • Maintaining and refining the Treating Customer Experience model.
  • Monthly reporting on Treating Customer Fairly Outcomes.

Requirements and background:

  • Minimum of 3 years' customer experience in the Life insurance sector REQUIRED
  • Financial/Statistical degree from a university with postgraduate qualification
  • Previous experience collaborating with client or intermediary service providers.

Your expertise:

  • Proficient in Business and Operational Insurance Industry administrative processes.

Your proficiencies:

  • Strong decision-making skills, analytical mindset, and effective problem-solving abilities
  • Attention to detail, quality-focused, and collaborative team player
  • Organized, outcome-driven, and result-oriented
  • Effective verbal and written communication skills in English
  • Demonstrates ownership, excellent time management, proactive, and innovative thinking
  • Capable of data analysis for reporting and trend identification
  • Identifies areas needing business redesign and strives for excellence

Technical competencies:

  • Excellent oral and written communication abilities
  • Proficiency in Numeracy, Accounting, and Data analytics
  • Proficient in MS Office, PC literacy, and Microsoft Access

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