Customer Experience Consultant
2 weeks ago
About Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.
Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.
Job Description:
The job of a Customer Experience Consultant will be responsible to help identify business values and immerse them successfully into their CX strategies.
The main role of Customer Experience Consultants is to help business create outstanding experiences. Assist in improving conversion rates, foster loyalty, increase brand recognition, and much more.
KEY OUTCOMES
- Ensure the customer journeys are holistic, seamless, and relevant.
- Analyse & ideate, direct & develop and validate & document.
- Analyse & ideate: Daytoday tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a crossfunctional workshop.
- Direct & develop ideate on and research initial ideas to better define, as well as build a strategy around the customer journeys and touchpoints.
- Validate & document Internal or external prototype customer experiences. Documents the customer journey and touchpoints to be either replicated or monitored.
- Analyse, improve and facilitate the creation of customer interactions with a brand or business.
- Customer journeys not only span different online and offline, but also different teams.
- Daytoday tasks differ depending on the phase, but it involves a lot of collaboration.
- Discover, engage, deliver exceptional customer experience.
Qualifications:
SPECIAL REQUIREMENTS
- Passionate about Customer services
- Respectful and patient
- Great communicator
- Effective Facilitator
PERSON DETAILS:
WORK EXPERIENCE
- Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
- Medical Insurance and Gap product knowledge.
PREFERRED
EDUCATION:
QUALIFICATIONS:
ACCREDITATIONS WITH PROFESSIONAL BODY
- Bachelor's degree in a related field
- Experience developing customer journey content.
- Customer service experience and strong project management and time management skills
- Excellent presentation and communication skills
TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
- Strict adherence to company philosophy/mission statement/sales goals
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
- Experience with technologies and best practices for instructional manuals and teaching platforms
- Strong project management skills with the ability to supervise multiple projects.
- Good interpersonal skills and communication with all levels of management
- Able to multitask, prioritize, and manage time efficiently.
- Excellent leadership, team building, and management skills
- Encouraging to team and staff; able to mentor and lead.
- Excellent verbal and written communication skills
- Able to analyse problems and strategize for better solutions.
- **Accountability**:
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Action orientated:
Collaborative:
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Communication:
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Business writing skills:
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Manage complexity:
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Problem solving skills:
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Decision thinking:
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Encourages engagement:
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Resilient and adaptive**:
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Resourceful:
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Demonstrates self-awareness:
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Purpose driven:
- ** Significance and values orientated
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