Manager: Client Experience

2 days ago

Johannesburg, South Africa Nedbank Full time

**Job Classification**
- **REQ: 133198 - Refilwe Falatsi**:

- **Closing Date: 12 April 2024**:

- **Location: 135 Rivonia Campus, Sandton**:

- **Division: Nedbank Insurance | Client Experience**:

- Job Family- Marketing, Communication and Research
- Career Stream- Market Research and Customer Insights
- Leadership Pipeline- Manage Others
- FAIS Affected**Job Purpose**
- Join Our Team: _Elevate the Customer Journey as a Client Experience Manager_
- Are you passionate about crafting unforgettable customer experiences? Do you thrive on driving innovative solutions that enhance client satisfaction? We are seeking a dynamic Client Experience Manager to lead our mission in delivering exceptional service that not only meets but exceeds customer expectations. If you have a knack for identifying customer needs, a talent for transforming insights into action, and a drive for continuous improvement, we want you on our team**Responsibilities**:

- **Strategic Ownership**: Spearhead the advancement of key customer experience (CX) metrics, championing initiatives that deliver measurable year-on-year enhancements.
- **Insightful Leadership**: Provide thought leadership on CX insights, translating complex data into actionable strategies for both immediate and long-term customer satisfaction gains.
- **Innovative Experimentation**: Lead the design and execution of CX experiments, scaling successful initiatives in collaboration with Product and Technology teams.
- **Customer Advocacy**: Develop and implement feedback mechanisms to proactively identify and resolve customer pain points, fostering a culture of customer-centric change.
- **Analytical Excellence**: Conduct in-depth analyses of customer interactions and internal processes, guiding structured problem-solving to optimize the customer journey.
- **Process Optimization**:Drive continuous process improvements, ensuring team operations are efficient and effective.
- **Vendor Management**: Oversee vendor relationships to guarantee the delivery of superior service and products.
- **Client Satisfaction Levers**: Identify key factors influencing client satisfaction and retention, integrating these insights into the customer journey to foster loyalty and advocacy.
- **Collaborative Growth**: Work closely with cross-functional teams to refine our client experience strategy, ensuring a cohesive and comprehensive understanding of client needs.
- **CX Strategy Implementation**: Oversee the execution of our client experience approach, ensuring it aligns with Nedbank Insurance’s high standards and industry best practices.
- **Service Culture Development**: Foster a service-oriented culture within the team, measuring and improving satisfaction across key stakeholder groups.
- **Innovative Tool Deployment**: Lead the introduction of cutting-edge tools and methodologies, managing virtual resources for a successful implementation that includes change management and training.
- **Governance Adherence**: Ensure compliance with all governance frameworks, policies, and standards to safeguard stakeholder interests.

**Job Responsibilities Continue**
- **Resource Management**: Utilize project management expertise to manage resources effectively, achieving strategic business objectives.
- **Cultural Transformation**: Actively participate in Nedbank’s cultural initiatives, addressing feedback from staff surveys to enhance our workplace environment.
- **Client Service Advocacy**: Champion interventions that cultivate a robust client service culture, driving corporate responsibility and team engagement for operational excellence.

**People Specification**
- Proven Leadership: Experience as a senior CX/UX manager, demonstrating a customer-centric approach and the ability to drive significant improvements in client experience.
- Strategic Influence: Exceptional communication skills, with the capacity to influence decision-making at all organizational levels.
- Analytical Prowess: Strong analytical abilities, comfortable interpreting large datasets to inform strategic decisions.
- Essential Qualifications - NQF Level- Advanced Diplomas/National 1st Degrees
- Preferred Qualification- Bachelor of Commerce: Honours, Bachelor of Commerce: Honours - Business Management
- Essential Certifications- Preferred Certifications- Minimum Experience Level- 5 - 7 years managing a research function and exposure to financial services (Insurance industry preferable)- Working experience with participant management and research platforms (e.g., Qualtrics XM Directory)

**Technical / Professional Knowledge**
- Budgeting
- Change management
- Client service management
- Client service principles
- Communication Strategies
- Consumer behaviour
- Governance, Risk and Controls
- Organisational systems
- Principles of project management
- Behavioural Competencies- Communication
- Decision Making
- Innovation
- Business Acumen
- Guiding Team Success
- Continuous Improvement
- Planning and Organizing
- Delegation and

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