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Customer Experience Expert

2 months ago


Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time
About the Role:

Job Title: CX Design Specialist
Job Summary: We are seeking an experienced CX Design Specialist to join our team. The ideal candidate will have a strong understanding of customer experience and be able to map customer journeys, understand stakeholder requirements, and develop CX methodologies.

Key Responsibilities:

• Perform research analysis to provide relevant, accurate, and timely information for informed decision making to enhance the customer experience.

• Manage risks in own area of responsibility.

• Develop, encourage, and nurture collaborative relationships across area of specialisation.

• Participate in planned activities that are appropriate for own development.

• Build working relationships across teams and functional lines to enhance work delivery, collaboration, and innovation.

• Create solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.

• Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.

• Control expenditure and identify process improvements to contain and reduce costs.

• Compile reports that track progress and guide business to make informed decisions.

Requirements:

• Over 5 years' experience in a similar role.

• Related CX qualification and accreditation.

We Offer:

• Opportunities to network and collaborate.

• Challenging Work.

• Opportunities to innovate.