member channel
2 weeks ago
The job involves building omnichannel platforms and maintaining proactive communication with members to improve service and access to information. This is crucial to align with the Member Experience strategy and meet defined 'moments of truth'.
RESPONSIBILITIES
- Segment members and enhance their experience, mapping their ideal journey and identifying touchpoints for exceptional service.
- Identify gaps in member experience across all interactions and transactions.
- Collect, analyze and act on member feedback to improve service levels and performance.
- Ensure seamless member experiences by addressing process shortcomings and implementing omni-channel solutions.
- Stay updated on industry trends and CRM technologies.
- Develop communication materials for member groups, focusing on onboarding and significant life events.
- Offer self-service options and provide access to financial information.
- Drive campaigns for client education and financial wellbeing.
- Track member experience data to gain insights and improve processes.
- Respond to member queries and complaints effectively across various channels.
- Produce client dashboards and reports for insights and improvement.
- Document and enhance member experience processes and procedures.
- Engage with stakeholders to understand requirements and provide solutions.
REQUIREMENTS
- Bachelor's Degree in marketing, communications, business management, or related field.
- Customer Experience Certification.
- At least 6 years of experience in CX platforms within financial services.
- Experience with pension funds is a plus.
All qualified candidates are welcome to apply. The company upholds the principles of employment equity.
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