Customer Insight Specialist

1 week ago

Johannesburg, South Africa Santam Full time

OPPORTUNITY

Santam Claims department has a position available for the Claims Experience Analyst based in Auckland Park, Gauteng. WHAT WILL YOU DO

**The purpose of the role is**:
To Listen - in real-time to the heartbeat of our business
To Act - To make things right that have gone wrong & elevate things that have gone right
To Respond - to make informed decisions about our business in the interests of our Stakeholders based on real time data.

This role will help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The role will visualize the gap between customer expectations and their actual experience with us. This will help us connect and engage with clients at every touchpoint in the customer journey and programmatically improve their experience with Santam. WHAT WILL MAKE YOU SUCCESSFUL IN THIS ROLE

Drive a comprehensive Voices of the Experiences strategy, including ownership of VOX Tools survey platform.
Drives strategies and execution of plans to advance customer advocacy across channels
Develop standard process for measuring insights across journeys steps and customer success
Shares the Voice of the Customer (VOC) - including the needs of current and future customers, to executive leadership within the organization
Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools, including NPS, CSat and ESat.
Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat, ESat) surveys and other feedback sources.
Enable the Voices of the Experiences (VoX) closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results in collaboration with the Support/Operations Innovations Team.
Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications
QUALIFICATIONS AND EXPERIENCE

Matric
Bachelor’s degree, preferably in marketing, economics, or a research/business related field.
5 -8 years of progressive responsibility for Voice of the Customer program methodologies.
5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
A minimum of three years’ experience working with very large data sets is required.
Sound claims management experience in the short-term insurance industry
Knowledge of motor and non - motor claims processes
Short-Term insurance product and process knowledge
Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
Shown experience delivering customer insights that drive key performance metrics
SKILLS

Advanced MS Excel / PowerPoint experience
High competency in surveying principals and methodologies
Able to work, prioritize and lead multiple initiatives simultaneously with mínimal supervision.
Excellent verbal presentation and written communication skills are required including the ability to deliver presentations to senior and executive management.
Strong critical thinking, influencing, and relationship management skill
Strong project management and change management skill
Ability to work in partnership with senior partners
Have great attention to detail
Strong conflict management skill
Excellent interpersonal skill
Problem solving skill
KNOWLEDGE

Knowledge of claims processes
Insurance product and process knowledge WHO ARE WE

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designat

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