Client Experience Manager

3 weeks ago


Bellville, South Africa Momentum Metropolitan Holdings Full time

-Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.-Role Purpose
To lead the client experience strategy through the delivery of business insights that assist business decision making through the provision of meaningful data analytics and insight. Responsible for defining and enabling a clear customer experience strategy in business that translates into clear commercial success and in line with the business Strategy and Vision. To sustain and further mature the customer focused culture and define a clear customer experience strategy in order to translate the voice of the customer and business into actionable insights.
Requirements
- Matric
University graduate/or equivalent
5 years experience within a financial services environment
Business thinking, problem structuring and problem-solving ability
Strong analytic ability
Strategic thinking - continuous improvement, strategy translation
Business acumen
Result-driven with ability to establish credibility among varied audiences
Managing complexity
Stress management / resilience
Proven working knowledge and track record of success within operational effectiveness and customer management
Experience in designing and executing customer research, including customer satisfaction and experience modeling.
Experience in defining, developing and implementing customer management related initiatives across customer acquisition, customer expansion/optimization, customer retention, customer experience.
Experience in customer analytics and segmentation
Experience in designing customer value propositions
Experience in the managing projects (medium to large) through an accepted project life cycle (define, design, development, implementation, post implementation tracking
-Duties & Responsibilities
- Drive the design and implementation of a voice of customer (VOC) program (customer satisfaction, customer engagement levels, loyalty, NPS, experience feedback, etc) across business units.
Co-present findings of customer research, including customer experience and satisfaction measurement results, to business unit management teams.
Drive root cause analysis initiatives to identify improvement opportunities across business units to rectify any issues / problems or capitalize on any opportunities which were identified through the VOC programs.
Perform assessments on business units to establish the maturity of their customer management capabilities
Assist in identifying corrective actions and developing roadmaps to drive the implementation of the corrective actions based on the outcome of the customer management assessments.
Engage with external suppliers / vendors / contractors whose services might be required to optimize the way in which business manage its customers.
Assist in creating and driving a culture of customer focus within the business units
Assist with building one view of customers across business units
Assist in customer analytics to create a better understanding of customer value (current and potential).
Manage selected projects within the Customer Centricity team through the complete project life cycle.
Ensure that all customer regulatory requirements are in place and executed on.
Collaborate with stakeholders to gather requirements for market research, conduct analysis and prioritise requests
Create customer personas and user journeys in consultation with business stakeholders
Share learnings with business for continuous improvement - excellent communication and storytelling
Social Listening: utilise social media platforms to gather data about client experience, as well as reach out to clients for efficient query resolution.
Manage design thinking groups to ensure continuous client experience and improvements
Monitor the activities and interactions of client experience team to ensure their engagements with clients are positive
-Competencies
- Business Acumen
- Client/ Stakeholder Commitment
- Drive for Results
- Collaboration
- Self-Awareness and Insight
- Leads Change and Innovation
- Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.


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