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Head: Client Experience

4 months ago

Johannesburg, South Africa Nedbank Full time

**Job Purpose**
- Assist in the implementation of the Client and Employee Experience design strategy and to synthesise the outcomes of design research and map them into a journey to meet Nedbank's Strategic Outcomes in line with Nedbank's focus on Client Centricity.
- Manage interaction with clients, internal stakeholders, and value chain partners that assist in the development of client and employee centric solutions, delivery of communication and the associated product collateral.
- Collaborate with the Change and Transformation capability in developing change comms and development of learning content.**Responsibilities**:

- Set strategic and functional direction for the Experience Design capability
- Promote CCD by driving and supporting initiatives that are geared towards adoption and advocacy of client centred design.
- Advisory on journey mapping, experience design (for projects or squads) and content creation across Juristic clusters.
- Custodian of experience governance through the CIB/ Juristic Client experience forum - enabling process standards in design and delivery of experience (Golden Standards).
- Drive client centricity culture and process improvements through the Client experience Forum
- Take demands from clients through the client facing touch points such as contact centre, sales teams etc for prioritisation of product enhancements and requested changes post initial implementation
- Ensure that the developed products and touchpoints solve for the identified client and targeted market needs.
- Develop solid relationships with internal business partners to ensure smooth delivery of agreed business objectives and projects.
- Work with cross-functional teams to create innovative user experiences for new and extended product/service offerings
- Contribute to the design decisions during product development based on client centric perspectives and service design principles.
- Collaborate with adjacent disciplines, such as PO's, Tech Leads, UX/UI designers, Design Leads, etc.
- Produce evidence of the impact of service design within the broader client centred design framework
- Collaborate with the Change & Adoption Team, the CX team and Delivery squads to Define Change and communication design principles and development of learning content.
- Develop appropriate training material based on the principle of balancing fit-for-purpose with the creation of reusable and easy-to maintain artefacts.
- Establishing and delivering change interventions using the most appropriate Change Management approach
- Creating communication and training plans to enable smooth implementation of the strategy

**Essential Qualifications - NQF Level**
- Post-graduate degree in Psychology or Anthropology or Sociology or equivalent
- Preferred Certifications- Scaled Agile Framework***
- Minimum Experience Level- 5 - 8 years’ experience in Change implementation; Thorough knowledge of, and experience in, change management principles and methodology.
- 3 - 5 years of direct exposure working on CX / UX
- 3 - 5 years Management experience
- Journey mapping proven experience

**Technical / Professional Knowledge**
- Agile Concepts
- Finance principles
- Budgeting
- Marketing
- Competitor Knowledge
- Performance management
- Strategic planning
- Project Management
- Data analysis
- Relevant software and systems knowledge
- Product design
- Behavioural Competencies- Customer Focus
- Driving Innovation
- Digital Acumen
- Establishing Strategic Direction
- Entrepreneurship
- Instill Hyper-Collaboration
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_