Customer Experience Consultant

2 weeks ago

Johannesburg, South Africa Kaelo Full time

Company Description
**About Kaelo**
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

**Job Description**:
The job of a Customer Experience Consultant will be responsible to help identify business values and immerse them successfully into their CX strategies. Every action taken has the goal to improve the end-to-end customer journey.

The main role of Customer Experience Consultants is to help business create outstanding experiences. Assist in improving conversion rates, foster loyalty, increase brand recognition, and much more.

KEY OUTCOMES
- Ensure the customer journeys are holistic, seamless, and relevant.
- Analyse & ideate, direct & develop and validate & document.
- Analyse & ideate: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
- Direct & develop ideate on and research initial ideas to better define, as well as build a strategy around the customer journeys and touchpoints.
- Validate & document Internal or external prototype customer experiences. Documents the customer journey and touchpoints to be either replicated or monitored.
- Analyse, improve and facilitate the creation of customer interactions with a brand or business.
- Customer journeys not only span different online and offline, but also different teams.
- Day-to-day tasks differ depending on the phase, but it involves a lot of collaboration.
- Discover, engage, deliver exceptional customer experience.

**Qualifications**:
**SPECIAL REQUIREMENTS**
- Passionate about Customer services
- Respectful and patient
- Great communicator
- Effective Facilitator

**PERSON DETAILS: WORK EXPERIENCE**
- Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
- Medical Insurance and Gap product knowledge.

**PREFERRED**

**EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY**
- Bachelor’s degree in a related field
- two years of experience implementing strategies to ensure customers are fully satisfied.
- Experience developing customer journey content.
- Customer service experience and strong project management and time management skills
- Excellent presentation and communication skills

**TECHNICAL SKILLS OR KNOWLEDGE**

**REQUIRED**
- Strict adherence to company philosophy/mission statement/sales goals
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
- Experience with technologies and best practices for instructional manuals and teaching platforms
- Strong project management skills with the ability to supervise multiple projects.
- Good interpersonal skills and communication with all levels of management
- Able to multitask, prioritize, and manage time efficiently.
- Excellent leadership, team building, and management skills
- Encouraging to team and staff; able to mentor and lead.
- Excellent verbal and written communication skills
- Able to analyse problems and strategize for better solutions.

Additional Information
- **
Accountability**:

- ** Action orientated**:

- ** Collaborative**:

- ** Communication**:

- ** Business writing skills**:

- ** Manage complexity**:

- ** Problem solving skills**:

- ** Decision thinking**:

- ** Encourages engagement**:

- ** **Resilient and adaptive**:

- ** Resourceful**:

- ** Demonstrates self-awareness**:

- ** Purpose driven**:

- ** Significance and values orientated

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