Senior Specialist: Client Experience Management

4 weeks ago

Sandton, South Africa IDC Full time

The IDC client experience management team focuses on the overall client experience by performing client surveys, analyzing client feedback, and operational data to identify client pain points, identifying and designing opportunities to improve the client journey and create an enhanced client experience.

The team does this in collaboration with cross-functional teams including Strategic Business Units, Client Support and Growth, Strategy and Innovation and Corporate Affairs divisions, to align client experience efforts with business goals and objectives.***

Enhancement of the client experience includes:

- Analysis of behavioral data insights including embedding and establishing New Ways of Works (NWoW), currently through the Perform Plus tool.****:

- Analysing data across the value chain in order to identify blockages, analyzing client data (including survey and complaints) to identify pain points for clients;
- Leading problem-solving huddles to identify implementable solutions and ensuring effective implementation of solutions;
- Working with Continuous Improvement team to ensure effective end to end client journey mapping and management, clearly identifying touch points, pain points, opportunities for improvement and driving collaboration for optimal outcomes.

**Qualification and Experience** Qualification**
- Minimum qualification: relevant commercial or technical Honours Degree or equivalent qualification.

**Knowledge & Skills**
- 8-10 years relevant experience
- Experience in implementing process improvement projects.
- Extensive knowledge of client journey mapping and process governance.
- Experience working in project execution environment with tight deadlines.
- Project management
- Data analysis and presentation
- Ability to work in a team environment and independently manage own workload.
- Strong oral and written communication skills
- Facilitation and training
- Decision-making and consensus building
- Consulting and coaching
- Leadership and team development
- Creative problem-solving
- Resource planning, budgeting, and management
- Displays confidence; can defend own perspective and support it with data
- Conflict and change management
- Pragmatic and action-oriented

**Roles and Responsibilities**
- Analyzing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience.
- Developing and implementing strategies to improve client interactions across multiple touchpoints and channels.
- Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives.
- Designing and implementing client service standards and guidelines.
- Training and educating staff on client-centric approaches and best practices to drive a client-focused culture throughout the organization.
- Monitoring and measuring key performance indicators (KPIs) related to client satisfaction, retention, and loyalty, providing regular reports and insights to Exco and stakeholders.
- Providing guidance to sustain improvement changes through the development and execution of 100-day plans (key for sustainability)
- Ensuring NwoW are embedded into departments within the organization.
- Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history.
- Seamless omnichannel experience: Ensuring consistency and continuity across different channels and platforms (such as website, mobile app, social media, physical stores) to provide a cohesive and integrated experience.
- Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly.
- Employee training and empowerment: Ensuring that employees are equipped with the necessary skills, knowledge, and tools to deliver excellent client service. Empowering employees to make decisions and take actions that benefit the client.

Job Reference: IDC00235

  • Specialist: Client Experience Management

    3 weeks ago

    Sandton, South Africa TalentCru Full time

    The purpose of the Client Experience Management Specialist is to ensure that clients have a seamless experience throughout their journey with the client. The role is focused on enhancing employee engagement and consistency in delivery through implementing new ways of work, identifying, and implementing process improvement and opportunities to continuously...

  • Specialist: Client Experience Management

    1 month ago

    Sandton, South Africa TalentCru Full time

    The purpose of the Client Experience Management Specialist is to ensure that clients have a seamless experience throughout their journey with the client.The role is focused on enhancing employee engagement and consistency in delivery through implementing new ways of work, identifying, and implementing process improvement and opportunities to continuously...

  • Senior Specialist: Client Experience Management

    3 weeks ago

    Sandton, South Africa TalentCru Full time

    The client experience management team focuses on the overall client experience by performing client surveys, analyzing client feedback, and operational data to identify client pain points, identifying and designing opportunities to improve the client journey and create an enhanced client experience. The team does this in collaboration with cross-functional...

  • Senior Specialist: Client Experience Management

    4 weeks ago

    Sandton, South Africa TalentCru Full time

    The client experience management team focuses on the overall client experience by performing client surveys, analyzing client feedback, and operational data to identify client pain points, identifying and designing opportunities to improve the client journey and create an enhanced client experience.The team does this in collaboration with cross-functional...

  • IT Risk Specialist

    1 month ago

    Sandton, South Africa Discovery Ltd. Full time

    **Business Unit**:Discovery Central Services**Function**:IT Risk Management**Date**:2 Nov 2023- Discovery - Group Risk Management Senior IT Risk Specialist**About Discovery** - Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core...

  • Senior Client Project Manager

    1 month ago

    Sandton, South Africa Dimension Data Full time

    FunctieomschrijvingAre you tired of working in a rigid environment where your work is never done? Do you want to work in an environment where you can take time off when needed? Do you want to manage projects with teams in various locations around the world? Apply for this Senior Client Project Manager role!You will be responsible for the project management...

  • Customer Experience Specialist

    3 weeks ago

    Sandton, South Africa JeloCorp Full time

    Our client is looking for a Customer Experience Specialist to oversee the customer operating and customer loyalty programmes and events. To be successful in this role, the ideal candidate is to be mainly responsible for the customer operations department, responsible for building customer operation and customer loyalty programmes for the automotive brand....

  • Customer Experience Specialist

    1 month ago

    Sandton, South Africa JeloCorp Full time

    Our client is looking for a Customer Experience Specialist to oversee the customer operating and customer loyalty programmes and events.To be successful in this role, the ideal candidate is to be mainly responsible for the customer operations department, responsible for building customer operation and customer loyalty programmes for the automotive brand....

  • Customer Experience Specialist

    1 month ago

    Sandton, South Africa Jelocorp Full time

    Our client is looking for a Customer Experience Specialist to oversee the customer operating and customer loyalty programmes and events.To be successful in this role, the ideal candidate is to be mainly responsible for the customer operations department, responsible for building customer operation and customer loyalty programmes for the automotive brand....

  • Senior Transport Infrastructure Specialist

    4 weeks ago

    Sandton, South Africa IDC Full time

    **Synopsis** Infrastructure South Africa (ISA) has the mandate to act as an Aggregator: Single Window of Entry & Custodian of the Country’s Infrastructure Project Pipeline. These compromises of national, provincial, municipal, public and or private sector role players. **Job Description** JOB PURPOSE**: A position exists within the Infrastructure Project...

  • Senior MS Client Partner

    1 month ago

    Sandton, South Africa Dimension Data Full time

    FunctieomschrijvingAre you tired of working in a company where your opinions don't matter? We have an amazing environment, with an amazing culture, and we are looking for someone who can make the most out of this!The Senior MS Client Partner is a key member of the Microsoft Office Team. He/she will work with his/her team to develop and maintain clients'...

  • Senior Specialist: Learning

    1 month ago

    Sandton, South Africa Absa Bank Limited Full time

    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...

  • Senior Document Specialist

    1 month ago

    Sandton, South Africa Absa Bank Limited Full time

    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 Do you...

  • Senior Manager: Customer Experience

    1 month ago

    Sandton, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - 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...

  • Inbound Travel Specialists

    1 month ago

    Sandton, South Africa Executive Placings Full time

    Looking for Travel Specialists for a luxury travel company. Junior and Senior positions available. Junior - 1 to 4 years of Travel Specialist experience Senior - 4 to 7 years of Travel Specialist experience **Duties**: Creative planning and designing of guest itineraries or out of the box planning and designing of leisure FIT tailor-made...

  • Senior Actuarial Specialist

    1 month ago

    Sandton, South Africa Mass Staffing Projects Full time

    **Job Information** - Location- Recruitment Agency / Vacancy in Sandton- Salary- R850K + per annum- Job Type- Permanent- Education- AMASSA / Fellow- Experience- 5+ Yrs Exp.- Reference- 200921SASVSPAP- - finance.jobs(at)staffingprojects.co.za- Fax- 0865728847A reputable insurance giant based in JHB is seeking a Senior Actuarial Specialist - Valuations &...

  • Client Services Administrator

    6 days ago

    Sandton, South Africa Momentum Corporate Full time

    **Introduction** - Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group,the group enables business and people from all walks of life to achieve their financial goals and life aspirations.**Role Purpose** - Effective execution of...

  • Senior Specialist

    2 weeks ago

    Sandton, South Africa Salesworx Full time

    Job DescriptionOur client is a multi-national brand leading company within the medical devices industry.  Producing ground breaking new innovations within the renal care industry.Our client is looking for a senior specialist in salesforce incentives and analytics reporting into EMEA.  Although a medical devices company our client would consider individuals...

  • Data Specialist

    1 month ago

    Sandton, South Africa Dimension Data Full time

    FunctieomschrijvingUnder the guidance of more senior IT Data Architects, the IT Data Specialist applies data analysis, data modelling and quality assurance techniques based on a detailed understanding of business processes to establish, modify or maintain internal data structures and associated components (entity, relationship and attribute descriptions)....

  • Client Account Manager

    1 month ago

    Sandton, South Africa Lewyll Communications Full time

    B2B Agency in Fourways is looking for a client account manager to join their dynamic team. You will be responsible for managing existing client portfolios as well as procuring and managing new clients. Ultimately, you will need to be able to identify needs and requirements to promote the company's solutions. **Responsibilities**: Build strong, long-term...