Customer Insights Specialist

3 weeks ago

Johannesburg, South Africa Santam Full time

What will you do?

A position of Customer Insights Specialist exists in the Santam Experience team - the position could be based in either Sandton or Tygervalley.

The purpose of the Customer Insights Specialist is to manage and implement the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real time data. To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception. What will make you successful in this role?

Drive a comprehensive Customer Insights like Voices of the Experiences, Journey Mapping strategy, including ownership of Tools used
Drives strategies and execution of plans to advance customer advocacy across channels
Develop standard process for measuring insights across journeys steps and customer success
Shares the Voice of the Customer (VOC) - including the needs of current and future customers, to executive leadership within the organisation
Merging all insights across the business and using them to provide the business with comprehensive insights across all functionalities.
Develop and deepen an understanding of VOX, journey mapping and insights, products, and offerings to ensure the effective delivery of insights Develop and leverage partnerships, both internal and external and uses networks to maximise and meet business goals
Driving the development of customer insights to make positive changes that will positively affect the customer experience across channels
Prepare reporting and presentation for different levels of management sharing insights and recommendations on changes to potentially improve product and services.
Share VoX results to leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organised customer communications
Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc including ownership of VOX and JM Tools survey and mapping platforms
Drives strategies and execution of plans to advance customer advocacy across channels
Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
Conduct research within internal teams or with external partners to understand the customer and partner journey
Make recommendations for operational improvements by analysing quality performance
Collaborate across Santam Group business units to develop the ‘What good looks like’ models Qualification

Bachelor’s degree, preferably in research, psychology, marketing, economics, or a business-related field.
Net Promoter Certification is advantageous Knowledge and Experience

5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
Good knowledge of Customer experience principles
Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
Familiarity with CRM and D365 Customer insights model
Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
Demonstrated passion for Customer Experience and acting as an advocate for customers
Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
Experience designing and developing Tableau reports
Shown experience delivering customer insights that drive key performance metrics
Experience in impact modelling, regression analysis, cluster/factor analysis Skills

Strong critical thinking, influencing, and relationship management skills
Able to work, prioritise and lead multiple initiatives simultaneously with mínimal supervision
Excellent verbal presenta

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