Chief Experience Officer

3 weeks ago

Johannesburg, South Africa Salt Employee Benefits Full time

**Purpose of role**:

- The primary purpose of the Chief Experience Officer at SEB is to continuously work to improve SEB’s relationship with its clients and members and to provide a positive and consistent client experience. Included in this is the ability to organize and develop a way to measure how our clients perceive the service that SEB provides.
- S/he will be primarily responsible for mapping out the client and member journeys and understanding their needs that fosters an improved client/member experience.
- The role will require that the Chief Experience officer create the SEB ‘’Experience strategy and practices’’ that improves client acquisition and retention.
- This role requires the incumbent to enhance the engagement of our clients and integrates the executive and client-facing aspects of business to be able to effectively use client feedback and behavioral data and insights to drive improvements, eliminate friction from the overall experience, and ensure that future services align with what our members and clients care about.
- The Chief Experience Officer is also responsible for fostering a client-centric internal culture - with their focus entirely on optimizing the client and member experience. This means that they must be able to translate all departmental goals to ensure that each team is contributing to the big picture plan.

**Responsibilities**:

- To work with internal and external stakeholders to identify gaps in the client experience and opportunities to improve them. This means working with high-level decision-makers like the COO, CTO and CEO, as well as client facing teams like the Key Account Managers, Member Centres, Service Centre and Benefit Counsellor.
- S/he will be responsible for mapping the client journey across all touchpoints and channels by capturing, monitoring, and analyzing client feedback. This may include tracking how our net promoter score changes over time, analyzing client sentiment, and identifying themes across all feedback channels. This may include owning aspects of the client journey such as:

- Developing feedback surveys (Conduct market and client research by conducting surveys and polls, competitor analyses, reading market reports to understand what drives our clients and members to create a client/member profile outlining client/member needs, wants, and goals especially in lieu of services rendered)
- Review current apps and or portals (Benefit Counsellor/Hello Peter/Internet) and improve the experience for our clients. These must be mapped solutions with a view to enhancing the experience and ensuring consistency in the experience for all clients and members. (Ensuring as well that these are ‘’user friendly’’ and appeal to our target member audience).
- Scheduling in-person and online meetings with clients. Working closely with our client liaison offices to understand output from member interactions and how best we can improve our member education road experiences. A huge component will be driving simplistic, easy and accessible member experience.
- Thinking of ways to show appreciation to loyal clients and other methods to improve and maintain the overall brand experience.
- Creating policies, initiatives and processes to ensure our clients and members are consistently satisfied.
- They also work with our Innovation Hub (designers, developers, apps and other staff members) to implement new forms of client experience solutions into business operations. This could mean designing generative AI chatbots in collaboration with the Innovation Hub or exploring which channels to add to our contact center/member walk in centres.
- S/he will be responsible for making sure that the client experience strategy aligns with the big-picture business strategy. That means making sure that marketing, sales, service, and success strategies all come together to create a unified experience across all touchpoints. Working closely with these departments as well to ensure a smooth transition in the member experience at take on. Sustainability must be ensured that this this is an end to end experience and the clients are onboarded and experience a positive first impression with SEB.
- To further work closely with the IT team to ensure that the organization is investing in the right technologies to support future Experience strategies. In other words, looking ahead to ensure that SEB is prepared to evolve alongside the client to remain competitive.
- The Chief Experience Officer will require to work closely with all departments and be able to notify the appropriate departments and or Executives when there is an issue that could undermine the client experience. (This may be in the form of complaints (OPFA/Contact Centre/Walk in Centre’s/ general member experience).
- Defining the ‘’Experience strategy’’ may include defining what “value” means to customers ie. Establishing a common language for talking about the client experience, differentiating o

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