Client Experience Specialist

4 weeks ago

Centurion, South Africa Momentum Investments Full time

**Introduction**
- Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses.

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- The Client Experience Specialist reports to the Head of Client Strategy & Experience. In this role, you will go above and beyond to ensure that the client experiences delivered by Momentum Investments (MI) meet and exceed expectations, fostering client satisfaction. This role will ensure that we drive the purpose of the Group to “build and protect our client’s financial dreams”. This role will be responsible for monitoring and optimizing every touchpoint a client has with the Momentum Investments brand (across all products and brands), ensuring a smooth and positive journey from initial contact to post-purchase support.

This role will oversee and continuously improve all aspects of the client journey—both digital and physical parts of this journey. The successful applicant will interact with clients across various channels and platforms, working closely with internal teams, including service, product development, distribution and channel teams, tax, finance as well as marketing. The aim is to continuously refine and enhance the client experience, promoting satisfaction and loyalty throughout the entire client lifecycle.

The successful person must have good understanding of how client experience impacts both the client and the business’s success as this role will play a key role in ensuring Momentum Investments’ ongoing growth and client retention.

**Requirements**:

- 3-5 years relevant client experience or client service role, preferably within the financial or investment industry.
- Relevant B.Com Honours degree.
- Good experience in building client journeys.
- Service orientation with a strong client service understanding and how to deal with complaints.
- Excellent verbal and written communication skills, including presentation skills, for interacting with clients and collaborating with internal teams.
- Ability to analyze client data and feedback, derive insights, and make data-driven decisions to improve the client journey.
- Effective organizational and time management abilities with attention to detail.
- Exceptional interpersonal skills with high emotional intelligence to navigate client and team dynamics.
- Ability to empathize with clients and actively listen to understand their needs and concerns.
- Flexibility to respond to evolving client needs, business changes, and industry trends.
- Experience working with cross-functional teams to address gaps in the client experience and improve processes.
- Ability to coordinate efforts across different teams to enhance client touchpoints and drive improvement.
- Familiarity with data analysis and the ability to work with data teams to make informed client experience decisions.
- Experience with investment platforms, financial products, or investment advisory services is an asset.

**Duties & Responsibilities**
- **
- **
Client Relationship Management**: Act as the first point of contact for general inquiries, maintaining professional and friendly client relationships. Document client needs, preferences, and feedback, escalating complex issues when necessary. Participate in client meetings and follow-ups to ensure consistent service standards.
- **
Competitor Analysis**: Develop a deep understanding of competitor service and client experience practices, using these insights to enhance Momentum Investments’ client journey.
- **
Monitoring & Metrics**: Establish a framework to track, collect, and analyze client feedback regularly. Measure key metrics like NPS, VOI, VOC, and CSAT, and provide actionable insights to improve CX performance.
- **
Client Journey Mapping**: Identify ideal client profiles and map journeys to pinpoint gaps across all touchpoints—from new business to aftersales—ensuring seamless interactions both online and offline.
- **
Stakeholder Collaboration**: Collaborate with internal teams, including investment advisors, portfolio managers, compliance, and operations teams, to address client service gaps and ensure timely resolution of requests like withdrawals, deposits, and reports. Create action plans to improve client satisfaction, with success reflected in metrics like NPS.
- **
Process Improvement**: Identify and address inefficiencie

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