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Junior Specialist: Customer Research
3 weeks ago
Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary
To investigate, analyse, understand & support the Customer Experience research process to develop solutions to customer experience challenges and support the operational process
**Job Description**:
Research: Help with research design proposals for business areas and clusters, ensuring an understanding of business requirements
Presentations and reporting: Prepare presentations according to data insights and analytics. Reporting accordingly to the relevant stakeholder audience for impact - this includes compilation of Customer insights reports & standard daily / weekly environmental scanning reports for distribution to internal audience across a range of topics.
Performance: Compile quarterly / monthly performance reports against targets set for all CEM strategic / tactical measurements
Customer Service Surveys: Ensure that data required by the survey house is received on time and accurate.
Review reports on problems identified. Assist with the data extraction and administration of survey information for annual Customer Experience Measure (CEM) survey.
Statistics: Collection and consolidation of weekly, monthly and quarterly statistics.
Vendor Management - Manage invoices, and track management costs and expenses against approved budget. Managing contact listings process into the CX vendors with internal extraction areas. Checking fieldwork progress against timelines per Quarter (1 thorugh 4) - managing on time delivery / escalation process to Vendor / R&I management
Competitor Intelligence - Liaising with Competitor Intelligence Partners in BUs as per audit schedule to include relevant product and channel information in portal & the quarterly updating of competitor profiles via desktop research on competitors
Education
Higher Diplomas: Business, Commerce and Management Studies (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_
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