Cx Process Design Lead

7 days ago

Sandton, South Africa HR Outsource Full time

About the role

The Client Journey incorporates digital and staff-assisted processes, allowing for clients to engage with us in the way which suits them, from introduction to sales, service and offboarding.

We are looking for a Client Experience Process Designer that will be focused on designing, optimising, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey. The Client Experience Process Designer will work across multiple teams, using multiple data points and ‘’voice of customer’’ and ‘’voice of the MC teams’’ to create processes that meet client needs, enable our people to work with efficiency and ease, while aligning with our strategic objectives.

Key Responsibilities 1.Client Journey & Process Optimisation
- Pick up on projects in flight where we are building out enhancements to the digital and staff assisted client journey - primarily digital capability in the short to medium term.
- Find out from our clients and our people what is working and what isn’t and what is the biggest bang for buck to change, with a business case for prioritisation for enhancements or changes.
- Analyse and map the client journey (digital and human touch points and processes) to identify further pain points and opportunities for improvement.
- Analyse data related to turn around times, conversion ratios, fall off stages and reasons, client queries and more to identify high impact areas for improvement.
- Develop and implement strategies to streamline and enhance client experience processes, including process changes, digital journey improvements or builds, or team upskilling and adoption.
- Collaborate with cross-functional teams (business development, sales and retentions, solutions, tech development, collections) to ensure seamless integration of new processes.
- Use client and staff feedback and data-driven insights to continuously improve the client journey, ensuring a seamless and positive experience across all channels.

2.Client Experience and Process Analytics
- Own the digital client journey - including where this is staff assisted from a sales and service perspective - and design and drive improvement delivery through the different teams.
- Use data analytics to extract useful or actionable information, and with strong problem solving skills, ensure client experience gaps do not occur or are resolved efficiently.
- Related to the client digital experience, conduct ongoing research into emerging market trends, Fintech trends globally and competitor best in class to support client engagement and digital experience change recommendations, decisions and goals.
- Use data analytics to track client satisfaction metrics (NPS, CSAT, etc.)
- Develop and monitor KPIs for client experience, identifying areas for improvement and growth.

3.Collaboration
- Act as a client advocate within the organisation, ensuring all departments are aligned with the client-centric approach, as delivered through the Client Journey.
- Drive collaboration between teams to streamline processes that directly impact client satisfaction through the Client Journey.

4.Client Experience Training
- Ensure client facing teams are equipped with the training to deliver an outstanding client experience through the digital and staff assisted client journey as it improves and new capabilities are landed by yourself.

**Requirements**:

- **Qualifications and Experience **_
- Bachelor’s degree - Engineering, Business, Tech or related
- Proficient in MS office and any CRM software (Salesforce would be highly advantageous)
- Minimum of 3 years of experience in process design, or a related role.
- Experience in the financial services or SME funding industry is preferable.
- Proven track record of successfully leading and implementing process improvements & projects.
- Ability to manage multiple projects simultaneously and meet deadlines.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in project management tools and methodologies.

Pay: R10 000,00 - R80 000,00 per month

Application Question(s):

- Must have direct experience in a sales environment or relevant industry

**Education**:

- Bachelors (required)

**Experience**:

- financial sales: 3 years (required)

**Language**:

- strong English ACCENT (required)

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