Client Experience Specialist

3 weeks ago

Bryanston, South Africa Eskom Pension and Provident Fund Full time

Member segmentation and enhance the member experience:

- Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and EPPF brand values.
- Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements.
- Collect, track, and analyse member feedback, track service levels and performance data and liaise with internal teams to identify opportunities for improvement and ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged.
- Raise red flags wherever the business processes need correction to ensure the member has a seamless experience with the Fund.
- Ensure omni-channels are designed and in place to ensure easy interaction between members, clients and the Fund., collaborating with the IT and Communications teams to ensure a seamless experience with the websites, self-service apps, consultants and call centre.
- Identify emerging member needs and trends, taking proactive steps to maintain positive experiences and design and formulate new member offerings in line with emerging needs and trends.
- Keep informed of industry trends and new CRM technologies.

Track member experience and market data to gain insight, and ensure quality control and continually improve processes:

- Drive and execute on the operational aspects of member feedback (NPS survey, Contact Centre feedback, Dashboards) report development and the closed loop process.
- Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
- Analyse member/client feedback on services and offerings to identify new opportunities.
- With the assistance of the Data team, produce client and member dashboards providing insight into service levels and client/member needs product ranges and new releases, as well as preparing reports.
- Document and enhance member experience processes and procedures, ensuring those servicing members are adequately trained, informed, and have the tools to do their jobs.
- Timeously resolve all escalated complaints ensuring these are closed against quality control measures.
- Showcase your analytical skills across customer verbatims, scores and feedback, identifying key trends and
- outliers and reporting on progress.

Stakeholder management:

- Deliver effective partnership plans with internal stakeholders to drive action and change based on your analysis and monthly insight reporting.
- Engage with all members and key stakeholders to understand their requirements and recommend processes and solutions to meet their needs and achieve EPPF objectives.
- Build credibility, sustainability, and trust through delivering required results within set timelines and standards.
- Pro-actively develop and maintain a wide range of external contacts to obtain/exchange information, identify trends and stay abreast of best practices, taking appropriate actions to enhance competitive advantage.

TECHNICAL COMPETENCY REQUIREMENTS:

- Adept with collecting and analysing customer data
- Customer Behaviour - Working Knowledge of Client Value Proposition elements.
- Customer Experience practices - Knowledge of the customer experience practices and innovations used by industries worldwide.
- Presentation and Facilitations skills
- Strong Project management skills
- Excellent communication skills
- Exceptional analytical abilities
- Proficient in MS office (Excel) and related packages as well as CX and CRM software
- Research ability.

REQUIRED MINIMUM EDUCATION/TRAINING:

- Bachelor's Degree in marketing, business management, or in a related field preferred. CCXP, ACXM or other Customer Experience certification [Highly preferred].

REQUIRED MINIMUM WORK EXPERIENCE:

- At least 4 years’ working experience in a CX role in a financial services environment. Pension fund experience advantageous.

CLOSING DATES: 23 MAY 2024

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