Customer Insights Specialist

4 weeks ago

Johannesburg, South Africa Nedbank Full time

**Requisition Details & Talent Acquisition Consultant**
- REQ 132821 - Michelle Thabethe- Job Family- Marketing, Communication and Research
- Career Stream- Market Research and Customer Insights
- Leadership Pipeline- Manage Self: Technical

**Job Purpose**
- To support business strategy by gaining customer feedback and relevant intelligence on markets / services served, extracting insights, and disseminating to various levels within the organisation.**Responsibilities**:

- Contribute and develop various staff engagement surveys to support a culture conducive to the achievement of transformation and customer satisfaction goals (e.g. staff surveys, etc.).
- Participate and support ongoing engagements and customer experience sessions to achieve key business strategies and objectives by identifying root cause of service delivery pain points.
- Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
- Keep abreast of legislation, benchmarking, measurement standards, and other relevant industry changes that impacts on role by reading relevant newsletters; websites and attending sessions.
- Understand and embrace the Nedbank vision and business strategies and demonstrate the values through interaction with team and stakeholders.
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practice and certifications obtained and/or maintained within specified time frames.
- Develop comprehensive customer experience and survey reports, dashboards, and insights to ensure information is provided correctly and adds value to all stakeholders and sharing knowledge with relevant teams.
- Co-ordinate tasks, resources and internal and external stakeholders to support the implementation of value adding and improvement activities.
- Meet financial objectives by co-ordinating activities in line with budget requirements.
- Support the customer strategy and relevant objectives by aligning activities within the business to enable and drive implementation.
- Identify and engage with all stakeholders to ensure implementation of customer satisfaction activities.
- Build and maintain collaborative relationships with stakeholders to deliver on customer satisfaction objectives.
- Written and verbal communication of reports that provide insight and direction to guide solutions to customer satisfaction objectives and measurement, recommend improvements insights and opportunities.
- Manage Knowledge Articles, customer support articles associated within the relevant tools to enhance and enable self-service.
- Minimum Experience Level- 2 - 3 years in service management in a banking environment and/or market research.
- 2 - 3 Experience working with customer satisfaction, transactional and relationship surveys.
- Preferred Qualification- Bachelor of Commerce: Business Management, Bachelor of Commerce: Marketing

**Type of Exposure**
- Experience in Surveys and Customer Satisfaction benchmarking and survey measurement methodology (NPS/CSAT/CES, etc.)
- Experience with Case Management / Service Management tools like ServiceNow
- Experience with developing insightful surveys and reports / dashboard using various survey tools like Qualtrics.
- Good communication and facilitation skills across diverse stakeholders.
- Analytics and reporting capability / acumen.
- Ability to translate complex survey and customer / business data into actionable insights and present this to various stakeholders and Management.
- Prepare Reports, dashboards, presentations for various levels of management to drive customer satisfaction objectives

**Technical / Professional Knowledge**
- Administrative procedures and systems
- Cluster specific operations
- Governance, Risk and Controls
- Microsoft Office
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Knowledge of South African Market Research Association (SAMRA) code
- Behavioural Competencies- Earning Trust
- Communication
- Continuous Learning
- Customer Focus
- Building partnerships
- Managing Work
- Quality Orientation
- Technical/Professional Knowledge and Skills

**Disclaimer**

**_Please contact the Nedbank Recruiting Team at
+27 860 555 566
_**
- **_Please contact the Nedbank Recruiting Team at
+27 860 555 566
_

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