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: Professional
    Job Purpose
We 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 customers and employees and drive business value in order to align to the organization's strategic intent.


Responsibilities:

  • Design and execute desired customer experiences to address customer and staff pain points, meet customer needs, deliver value for the Business Unit in alignment with the Nedbank strategy.
  • Map the asis and tobe journeys for the relevant division or business cluster.
  • Establish best practice and standardized methodologies and templates for use across the RBB business.
  • Work with various teams in CX, Segment, SI (Solution Innovation) areas to ensure team synergies and maximum value is achieved.
  • Proactively identify CX improvements and fixes and work with stakeholders to fix any deltas identified between proposed and existing customer experiences that contribute to a less than desirable CX i.e., rapid Execution of small change with BIG VALUE initiatives.
  • Work with Segment and SI to develop the desired customer experience for new value propositions in order to align to customer needs and address key business objectives.
  • Work directly with senior stakeholders and 3rd party suppliers with limited supervision.
  • Liaise with research teams to draw out insights for asis and tobe journeys, at times conduct the research yourself especially with internal stakeholders.
  • Take an active interest in the development of the Bank's Digital, Innovation Design and Customer Experience methodology.
  • Contribute to the conceptual development and delivery of Visual.
  • Design work in order to meet the objectives of the proposed journey.
  • Attend industry events in order to keep abreast of developments within the latest consumer and business trends.
  • Create a competitive and successful CX function through understanding competitor activity and acting to leverage opportunities.
  • Provide guidance to senior stakeholders within the organization for potential areas of improvement of customer experience.
  • Achieve quality and cost competitiveness which is made transparent to the customer by providing structured services which are benchmarked to the industry.

Type of Exposure

  • Networking and relationship building
  • Influencing Others
  • Facilitating achievement


 Essential Qualifications
  • NQF Level
  • Advanced Diplomas/National 1st Degrees


 Preferred Qualification
  • BCom Degree, Advanced Diplomas/National 1st Degrees


 Preferred Certifications
  • Certifications in Agile Methodology
  • UX/UI Design would be an advantage
  • Design Thinking knowledge/experience
  • Minimum Experience Level 36 years' experience
  • Client Experience knowledge
  • Execution of customer experience strategy
  • Senior level stakeholder management
  • Journey Mapping

Technical / Professional Knowledge

  • Banking knowledge
  • Banking procedures
  • Business Acumen
  • Business principles
  • Business terms and definitions
  • Business writing
  • Communication Strategies
  • Data analysis
  • Industry trends
  • Microsoft Office
  • Principles of financial management
  • Principles of project management
  • Relevant regulatory knowledge
  • Relevant software and systems knowledge
  • Research methodology
  • Decisionmaking process
  • Cluster Specific Operational Knowledge
  • Governance, risk and controls


 Behavioural Competencies
  • Earning Trust
  • Decision Making
  • Facilitating Change
  • Influencing
  • Initiating Action
  • Innovation
  • Becoming a Business Advisor
  • High-Impact Communication
- **_Please contact the Nedbank Recruiting Team at _

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