Project Manager: Customer Experience
4 days ago
**Job Advert Summary**:
Helloan exciting new opportunity has just become available in our **Insure, Operations area.** We are looking to recruit a **Project Manager: Customer Experience.**
**Role Objectives**:
Direct, plan and execute strategic, long-range, complex and diverse Customer Experience projects that span the organization and have direct and high organizational impact to implement an overall improved Customer Experience.
**Key Responsibilities**:
- Gathers business requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, user stories, scenarios, business analysis and workflow analysis.
- Document or map customer journey maps targeted for change both current and future state, as well as the next steps and other related outcomes.
- Ensure projects are delivered on time. The project’s content is Customer Experience initiative based
- Organize, facilitate and conduct project and / or steerco meetings.
- Builds change management expertise in throughout the organization (all levels of staff) by sharing tools and methodologies, coaching leaders to recognize and minimize resistance and building change management learning opportunities formally and on the job.
- Creates follow up/adoption plans. Tracks, analyzes and communicates outcomes of changes and provides recommendations to the business as well as follow up activities that will ensure the long-term success of all implemented CX initiatives.
- Primary focus is on managing, supporting and implementing CX projects aimed at addressing and improving CX. Projects may include incorporating regulatory requirements (eg. Customer Conduct, PPR, COFI), increasing CX measurement, Culture Change initiatives
**Required Knowledge and Experience**:
- 8 years related experience in Project Management
- Solid understanding of Customer Conduct, Policy Protection Rules (PPR, FAIS and POPI Act) is a plus
- Proven experience in people management and risk management
- Prior technology related implementation, support and/or continuous improvement projects is required or any combination of education and training which provides the required knowledge, skills and abilities to perform the essential functions of this job
- Strong analytical and problem-solving skills to resolve problems independently
- Strong written, verbal and interpersonal communication skills to share knowledge and skills with internal customers and team members, and to collaborate with internal and external customers
**Educational Requirements**:
- Matric
- Degree/ Diploma
- Qualification in Project Manager (e.g. PMP, Agile Certified Practitioner certification) is preferred
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