Cx Manager

2 weeks ago

Johannesburg, Gauteng, South Africa MyCalling Full time

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.


We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.


Are you ready to take the next step in your career?

What you will be doing;
The purpose of the role is to understand our customers and how best to serve them, relevant to the

market and current market trends, through training and quality management systems and by

implementing best practice methodologies.

1.
Service delivery

  • Ensures provision and achievement of all operational training requirements
  • Ensures that all statutory training and reporting requirements are met
  • Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
  • Establishes facilities standards for training delivery and ensures standards are met
  • Establishes and implements all relevant policies and procedures for CX delivery
  • Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
  • Ensure Training Needs Analysis are conducted following the Merchants methodology
  • Defines and develop customized programmes based on the needs they have identified
  • Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
  • Ensures team members' knowledge of the business product, systems & processes is current and relevant
  • Observe Facilitation and review Material to ensure delivery to the required standards
  • Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
  • Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
  • Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified areas
2.
Collaboration and Optimization

  • Collaborates with stakeholders to determine training requirements and priorities
  • Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
  • Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
  • Conducts regular calibration sessions to ensure the validity and reliability of results
  • Enhance Customer Success quality management system, informed by best practices and in
collaboration with BPS

  • Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
  • Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
  • Identifies trends and common challenges, collaborate with peers, and makes
recommendations for solutions

3.
Governance, Compliance and Best Practice

  • Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
  • Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
  • Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service
4.
Escalations

  • Ensures disputes and complaints are effectively investigated, managed and tracked
  • Identifies and escalates risks and quality issues to resolve them as efficiently as possible.
5.
CX Reporting

  • Review and analyze customer experience feedback and performance metrics, such as customer satisfaction and NPS, identify training and other improvement opportunities and report on insights and recommendations.
  • Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
  • Identifies, establishes and conducts reporting and analysis on Business interventions, using
methodology in line with the COE and Merchants best practices, showcasing pre
- and post assessment methodologies and ROI models.

  • Track progress made in the implementation of recommended and actions.
6.
People Management

  • Leadership
Leads by example in living the values of the organisation

  • Ensures the department is fully equipped to handle the work load and distribute work flow
  • Coaches to ensure a full understanding of consequences of errors
  • Creates an environment that fosters team work and cooperation amongst team members
  • Cre

  • CX Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Oracle Full time

    What you will do Oracle CX Suite:Oracle Advertising and Customer Experience (CX) offers a connected suite of applications beyond traditional CRM, enabling businesses to create, lead, serve, and nurture lasting customer relationships throughout the customer lifecycle. Oracle CX Go-to-Market Objectives: Reposition Oracle as the CX innovator in ECEMEA...

  • Cx Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Yum Full time

    Key Responsibilities Conduct CX analysis (e.g., prioritization, impact estimations, Ops to CX correlations) to inform test selection, prioritization Collect data across different data systems Piece together data to build a clear picture of the customer, and communicate to the CX Factory via "Customer Fact Pack" Coach CX Factory members on datadriven insights...

  • Cx Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Cx Researcher

    2 weeks ago

    Johannesburg, Gauteng, South Africa Nedbank Full time

    Requisition Details & Talent Acquisition Consultant REQ Thembi Mtshali Job Family Information Technology Career Stream Design Leadership Pipeline Manage Self: Professional FAIS AffectedJob Purpose Our Retail and Business Banking Digital Design Team is looking for a CX Researcher to contribute to Nedbank's design solutions by discovering, interpreting and...

  • Cx Lead

    2 weeks ago

    Johannesburg, Gauteng, South Africa Nedbank Full time

    Job Requisition Number REQ# x Vacancies Job Family Nedbank RBB ClusterClient Experience Strategy & Culture Leadership Pipeline Manage Self: ProfessionalJob PurposeWe are looking for 4 CX Leads to join our team. In this role you will be required to Design customer and end user-centered experiences which address pain points, meet needs, deliver value to our...

  • CX Team Leader Gauteng

    2 weeks ago

    Johannesburg, Gauteng, South Africa Merchants Full time

    CX Team Leader Gauteng Work With The Best At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential. If you were born to deliver exceptional service, apply to...

  • Director Cx Services

    2 weeks ago

    Johannesburg, Gauteng, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Cx Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Nedbank Full time

    Job Classification Job Family Marketing, Communication and Research Career Stream Market Research and Customer Insights Leadership Pipeline Manage Self: Professional (MSP) FAIS AffectedJob Purpose Design customer and endusercentred experiences for all relevant products, services and channels, to deliver value to our customers and employees and drive business...

  • Temp Cx Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tych Business Solutions Full time

    Job ID: 57489Date Posted: Posted 2 hours agoLocation: Randburg, JohannesburgJob Title: TEMP CX ANALYST - RANDBURG - GAUTENGTo support the planned pre-grooming analysis efforts for TechMod from a CX Design perspective, ensuring that process definitions, business rules and requirements take into account the required successful customer outcomes and best-state...

  • Cx Design Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionTo provide expertise, advice and formulate/document the customer journey experience across FNB, interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the...

  • Cx Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Six Sense Consulting Full time

    Qualifications Essential Degree / Diploma in Technology / Information Management Relevant Qualification in Customer Experience Design (CPPM from IQ Business preferrable)Qualification Preferred Post Graduate Degree in Technology / Information Management SAFe Agile certificationExperience: A minimum of 8 years in Customer Experience Design (for process...

  • CX Design Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time

    Description To offer expertise, guidance, and document the customer journey experience throughout the business, engaging with customers across various channels, products, segments, and platforms to grasp customer needs, behaviors, and expectations. The goal is to provide strategic insights to the Business for informed decision-making and improving the...

  • Copy Writer: UX + UI + Cx: Ftc: Banking

    2 weeks ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    Copy Writer: CX + UX + UI Designs: 1 yearFTC:Banking Work with CX, UX and UI designers to develop messaging and micro copy for app and web user journeys, chatbots, notifications, mailers, infographics, and videos. Drive vision for product language and content across customer journeys. Identify and articulate problematic moments in user flows with the goal of...

  • Cx Design Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Rmb Full time

    Job DescriptionTo provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance...

  • Senior Channel Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Believe Resourcing Full time

    Senior Channel Manager (Introducer Network) - GlobalR40k - R60k with commissionLocation: Preferred in office at our client offices in Sandton, Johannesburg.About this role:Our client's Global Sales team is hiring a Senior Channel Manager to develop, manage and nurture relationships with key introducers in our client's CX business (Customer Experience)....

  • Senior Channel Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Believe Resourcing Full time

    R40k - R60k With Commission**(12 Month Contract - Renewable) (Working for a client with HQ based in Mauritius )Location: Preferred inoffice at our client's offices in Sandton, Johannesburg.About this role:Our client's Global Sales team is hiring a Senior Channel Manager to create, manage and nurture relationships with key software vendors in our client's CX...

  • Consultant - Governance and Measurement

    2 weeks ago

    Johannesburg, Gauteng, South Africa MTN Nigeria Full time

    GovernanceDefine a governance programme and mechanisms in order to track and measure adherence theretoImplement and maintain the governance framework at a MTN portfolio levelMaintain the reporting framework and define governance roles and responsibilities (including establishing business stakeholders a information and process holders)Set up regular...

  • Optimisation Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Nedbank Full time

    Requisition Details & Talent Acquisition Contact Busi Radebe- Job Post End Date: 28 August 2023- Job Family- Marketing, Communication and Research Career Stream Marketing and Brand Management Leadership Pipeline Manage Self: ProfessionalJob Purpose Leverage strategic partnerships, audiences and platforms to derive maximum value for business. Optimising the...

  • Client Experience Operations Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Positive Switch Full time

    Description:Map the client journey. Ability to effectively document client journeys andprocessesLead and manage client onboarding and client service operations. Overseethe client onboarding and client service operations and ensure that'bridgians are equipped to deliver the highest level of client experience.Streamline client operations. Streamline the...

  • District Sales Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Flink South Africa (PTY) LTD Full time

    Our client is looking for a Sales District Manager within the Automotive / Dealership Environment. To be employed on contract basis until March 2024.Duties:Dealership Sales Management: Carry over orders (review and determine which sales can be brought forward) Stock analysis Sales vs. objective review Coach Sales Manager Dealer Sales Team Organisation...