Cx Specialist

2 days ago

Johannesburg, South Africa Nedbank Full time

**Job Classification**
- Job Family- Marketing, Communication and Research- Career Stream- Market Research and Customer Insights- Leadership Pipeline- Manage Self: Professional (MSP)- FAIS Affected**Job Purpose**
- Design customer and end-user-centred experiences for all relevant products, services and channels, to deliver value to our customers and employees and drive business value in order to align to the organisation's strategic intent. Client journey measures & thresholds and initiating fixes to improve the overall client experience.**Responsibilities**:

- Map the as-is experience to uncover short term experience improvement; to improve the Client Jouney.
- Collaborate with various stakeholders acorss the business in order to execute on the CX methodology.
- Identify fixes to improve the CX whilst working with collabotaively with stakeholders
- Run workshops with stakeholders in order develop the desired customer experience for new initaitives identified by business, in order to align to customer needs and address key business objectives.
- Take an active interest in the development of the Bank's Digital, Innovation Design and Customer Experience methodology.
- Collaborate on the development of wireframes in order to meet the objectives of the proposed journey.
- Understand the competitor landscape in crafting the desired CX, in order to ensure industry best practices are being leveraged.
- Provide feedback and recommendations to senior business stakeholders in line with creating a better client and employee experience
- Ensure that the client journey meets Conduct and Communication standards to warrant compliance with the various rules and regulations set out by the regulators

**Job Responsibilities Continue**

**People Specification**
- Essential Qualifications - NQF Level- Advanced Diplomas/National 1st Degrees
- Preferred Qualification- Commerce, Informatics, Psychology, Behavioral Economics- Essential Certifications- Preferred Certifications- Certifications in Agile Methodology, SCRUM or User Design would be an advantage- Minimum Experience Level- 3 - 6 years- Crafting and execution of customer experience strategy, stakeholder management, Journey Mapping/ Blue Print Design and Design Thinking Methodology, understanding of metrics/ measurement. Knowledge of Agile Methodology, behavioural economic**Technical / Professional Knowledge**
- Strategy planning and execution
- Stakeholder management
- Agile Concepts
- Agile Estimation and Prioritisation
- Research methodology
- Process Measurements
- Macro And micro Economics
- Process Design
- Facilitation techniques
- Behavioural Competencies- Driving Innovation
- Building Partnerships
- Building Customer Relationships
- Continuous Improvement
- Influencing
- Strategic Planning
- Execution
- Customer Focus
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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