Experience Management

6 months ago

Johannesburg, South Africa IQbusiness South Africa Full time

We have an opportunity for an XM Consultant to join our team As an XM Consultant, you'll be an integral part of our Experience Management business unit, contributing to the development of offerings and addressing client needs through research-driven consulting, training, and coaching.

This role involves collaborating across Business Units to create and deliver integrated solutions for the market—solutions that are forward-thinking, impactful for clients, and scalable. Your responsibilities also include identifying opportunities to enhance and expand the IQbusiness Insights brand in the realms of CX, EX, and UX. Building a strong client network, nurturing relationships with current clients, and identifying new client opportunities for crafting proposals and RFPs are key aspects of this position. Join us in shaping the future of Experience Management

**Requirements**:

- Recognised three-year degree, Business / BSc Degree
- Minimum 3 (three) years working experience in customer/user / employee experience strategy, design and implementation
- An understanding of customer experience principles, research methodology and business process optimization
- Ability to work in an agile environment
- Ability to travel for work
- Competence and experience working with various virtual facilitation tools (such as Miro)
- Certification or accreditation in experience management related training is preferable (CX, EX and UX)
- Proficient in Microsoft and Office tools; specifically, MS Teams, Outlook, SharePoint, Excel, Project, PowerPoint and Word

**Competencies**:

- Persuading & influencing
- Learning & researching (continuous improvement)
- Adapting and responding to change
- Strategic thinking - formulating strategies and concepts
- Problem-solving - creating and innovating
- Independent decision-making
- Planning & organising
- Stakeholder management
- Confidence to lead client engagements
- Ability to work well in a team
- Ability to manage self - self-deliverables, quality and timelines
- Coping with pressures and setbacks
- Relationship building/networking - communicating & developing relationships
- Effective aggregation of tasks
- Effective communication
- Conflict management
- Project management
- Empathetic

**Roles & Responsibilities**: Strategy Execution** _[execution of the business strategy]_
- Active contribution to the execution of the Experience Management business plan
- Alignment with and contribution to the broader organizational objectives and initiatives
- Identify new client needs and opportunities (leads)
- Maintenance of current client and supplier relationships, building of new relationships through events, referrals, and colleagues

**Solutions Development **_[ensure solutions and new offerings cater for evolving customer needs]_
- Comfortably engage at senior stakeholder level and be seen as an expert, and advisor to stakeholders [both internally and externally].
- Keep up to date with market trends, competitor analysis, in experience related technology, CX/UX/EX approaches and Market Research.
- Displays entrepreneurial awareness and identifies opportunities that the business can capitalize on, or cost saving initiatives to accomplish relevant tasks.
- Network, connect with and draw on solution expertise within the broader IQbusiness organisation.
- New solutions: contribute to the scoping, development, testing, deployment, documentation, and training tasks for new solutions.
- Existing solutions: contribute to delivering, developing, and maintaining existing solutions.
- Presenting complex arguments, information, and ideas in a way that team members, colleagues and clients can understand.
- Contribute to internal knowledge base and document IP (approaches and case studies) for reuse in other client engagements.
- Provide input in the development of marketing material (website, brochures).

**Project Delivery **_(project/training / coaching)_
- Design appropriate, innovative and accurate solutions and strategies for the client
- Lead (facilitate and/ co-facilitate) and deliver on transformation projects
- Deliver according to defined time, cost & quality requirements
- Creation of project documentation (all related project presentations and deliverables)

**Training Development & Facilitation**
- Create and/or collate content for training presentations and workshops
- Prepare for internal and external training sessions by assisting with venue and workshop logistics
- Facilitate internal and external training courses and coaching sessions (BP Group and bespoke).
- Please note: As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification_
- IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals_

  • Employee Experience Manager

    12 hours ago

    Johannesburg, Gauteng, South Africa Bothongo Group Management (Lion Park) Full time

    Employee Experience LeadThe Employee Experience Lead will play a key role in enhancing the skills of staff across various departments at Bothongo Group Management (Lion Park). This position aims to improve employee proficiency, service quality, and adherence to industry standards through effective training programs and employee engagement initiatives.

  • Project Manager(with Experience in Data Projects)

    5 days ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Provide resource/s that would be able to complement current resource capacity, assist in terms of Project Management: Key role responsibilities: a) Review, analyze and document the current project plan and requirements. Technical understanding of databases, data warehouses, data lakes, cloud platforms and data pipelines. b) Familiarity with data analytics...

  • Programme Manager

    5 days ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Leads or coordinates planning activities for complex initiatives to devise a feasible plan that achieves the goals and objectives of the initiatives aligned with business strategy. Key role responsibilities: a) Technical understanding of databases, data warehouses, data lakes, cloud platforms and data pipelines. b) Familiarity with data analytics...

  • Programme Manager

    2 weeks ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Leads or coordinates planning activities for complex initiatives to devise a feasible plan that achieves the goals and objectives of the initiatives aligned with business strategy. Key role responsibilities: a.Technical understanding of databases, data warehouses, data lakes, cloud platforms and data pipelines. b.Familiarity with data analytics techniques,...

  • Project Manager

    2 weeks ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Key role responsibilities: a.Review, analyze and document the current project plan and requirements. Technical understanding of databases, data warehouses, data lakes, cloud platforms and data pipelines. b.Familiarity with data analytics techniques, data visualization tools (like Power BI, Tableau), and business intelligence. c.Basic understanding of how...

  • Project Manager

    2 weeks ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Key role responsibilities:a.Review, analyze and document the current project plan and requirements. Technical understanding of databases, data warehouses, data lakes, cloud platforms and data pipelines.b.Familiarity with data analytics techniques, data visualization tools (like Power BI, Tableau), and business intelligence.c.Basic understanding of how data...

  • Business Analyst

    2 weeks ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Key role responsibilities: a. Develop effective proposals and presentations to communicate, justify project designs, solutions and approaches. b. Document existing and new process flows and data flow diagrams c. Document and validate business requirements, ensuring they are clear, concise, and understood by both the business and technical teams. d....

  • Business Analyst

    2 weeks ago

    Johannesburg, South Africa ResQ Management Consulting Full time

    Key role responsibilities:a. Develop effective proposals and presentations to communicate, justify project designs, solutions and approaches.b. Document existing and new process flows and data flow diagramsc. Document and validate business requirements, ensuring they are clear, concise, and understood by both the business and technical teams.d....

  • Programme Stakeholder Manager

    6 months ago

    Johannesburg, South Africa Siyenza Management Full time

    We require the services of a programme officer to manage our conference programmes. **The role involves**: Speaker invitations Speaker management Speaker sourcing Pre-event and on-site speaker engagement and stakeholder engagement This role is a senior role and the person we are looking for must have experience and have a high level of professionalism. We...

  • Customer Experience Manager

    2 months ago

    Johannesburg, South Africa First Degree Recruitment Full time

    Customer Experience Manger • Work closely with executives and stakeholders to develop and implement effective customer management strategies aligned with the company's goals and objectives.• Develop the customer experience blueprint for the business and per brand aligned to CI• Develop and implement budgets, systems and process to drive service•...

  • Customer Experience Manager

    2 months ago

    Johannesburg, South Africa First Degree Recruitment Full time

    Customer Experience Manger • Work closely with executives and stakeholders to develop and implement effective customer management strategies aligned with the company's goals and objectives.• Develop the customer experience blueprint for the business and per brand aligned to CI• Develop and implement budgets, systems and process to drive service•...

  • Customer Experience Manager

    2 months ago

    Johannesburg, South Africa First Degree Recruitment Full time

    Customer Experience Manger  • Work closely with executives and stakeholders to develop and implement effective customer management strategies aligned with the company's goals and objectives.• Develop the customer experience blueprint for the business and per brand aligned to CI• Develop and implement budgets, systems and process to drive service•...

  • Customer Experience Manager

    3 weeks ago

    Johannesburg, South Africa First Degree Recruitment Full time

    Customer Experience Manger• Work closely with executives and stakeholders to develop and implement effective customer management strategies aligned with the company's goals and objectives.Develop the customer experience blueprint for the business and per brand aligned to CIDevelop and implement budgets, systems and process to drive serviceDevelop and...

  • Facilities Management Operations Manager

    3 weeks ago

    Johannesburg, Gauteng, South Africa Bidvest Facilities Management Full time

    Job Title: Facilities Management Operations ManagerWe are seeking a skilled and experienced Facilities Management Operations Manager to join our team at Bidvest Facilities Management.About the RoleThis is a key position that requires a high level of expertise in facilities management, with a strong focus on operational excellence. The successful candidate...

  • Dining Experience Manager

    12 hours ago

    Johannesburg, Gauteng, South Africa Hedz recruitment solutions Full time

    We are seeking a talented Dining Experience Manager to oversee daily restaurant operations in the vibrant city of Johannesburg. As a key member of our team, you will lead and motivate a high-performing team to deliver exceptional dining experiences.Key Responsibilities:Manage daily restaurant operations to ensure seamless serviceLead, motivate, and train...

  • Customer Experience Manager

    12 hours ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    Job Summary:Isilumko Staffing (JHB) is recruiting a Customer Experience Manager to lead and manage a team of contact centre agents. The ideal candidate will have a proven track record of delivering exceptional customer service and experience.Main Responsibilities:Develop and implement strategies to improve customer satisfaction and loyaltyManage and lead a...

  • Customer Experience Manager

    8 months ago

    Johannesburg, South Africa L'Oreal Full time

    The Objective of the Role: The Customer Experience and Social Media Specialist role is integral to creating a cohesive and positive brand experience across multiple customer touchpoints. By merging traditional customer service responsibilities with social media management and community engagement, this role ensures that the organization delivers consistent,...

  • Customer Experience Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Virgin Active South Africa Full time

    Virgin Active South Africa is seeking a skilled Customer Experience Manager to join their team in Gauteng, Johannesburg.About the RoleThis role requires an individual with excellent communication and interpersonal skills, who can deliver exceptional customer experiences throughout the club. Key responsibilities include conducting front-of-house duties,...

  • Customer Experience Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa ikeja Full time

    Job DescriptionWe are seeking a highly skilled Customer Engagement Manager to join our team at ikeja.About the RoleThe successful candidate will be responsible for leading and developing our Customer Engagement Team, ensuring high levels of performance and engagement. This includes motivating the team, driving cohesion, and fostering a positive morale that...

  • User Experience Manager

    6 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description Hello Future UX Manager C Welcome to FNB, the home of “How can we help you”. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to...