Customer Experience Specialist

3 weeks ago


Cape Town, South Africa Sanlam Full time

Who are we?
Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes. What will you do?

To influence the understanding and thinking of customer and consumer behaviour through customer insights and analytics and enabling business to achieve its customer objectives. To operationalize the customer strategy, ensure a customer centric approach that delivers a consistent experience across all touchpoints.
You will be successful when you;
Take responsibility for shaping and implementing our design strategy, including leading strategic initiatives.
Understand design principles and owning the end-to-end journey of the customer.
Driving improvements through the Operations, IT, Sale, Marketing and Product development teams based on customer insights.
Gather and analyse customer insights from various feedback channels including Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (Csat)
Provide actionable reports to understand key drivers and actions. What will make you successful in this role?

Qualifications and Experience
Undergraduate degree or equivalent
Any customer experience qualification will be preferred

Knowledge and Skills
Comfortable with research, analytics, and data
Experience in customer journey mapping and process mapping required
Analytical thinker
Understanding customer experience metrics
Working experience of designing customer personas
Design thinking

Competencies
Proficiency in Excel, PowerPoint and Word Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Drives results - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.



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