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Customer Experience Strategy Manager
2 weeks ago
**Introduction**
Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximize lifetime client value. We build and maintain a culture of innovation and create value through unique insights on how to achieve specific outcomes by using a defined set of Health capabilities
**Role Purpose**
Drive the holistic client experience of Momentum Health Solutions by actively managing and delivering on the integration of digital best practices, quality controls, and client insights. The role will be expected to design MHS digital channels, expansion, and operational client services behind the channels to grow the positive experience of the MHS CVP.
**Requirements**:
- Relevant degree
- Minimum of 3 years of product ownership experience in an agile environment (preferably in a similar role)
- Proven experience with product management methodologies and tools is essential (Scrum, Agile, Jira)
- Proven experience in business analysis
**Duties & Responsibilities**
- Ability to connect strategic objectives to the standards that define the practice
- Exposure to the commercial and strategic measurement for client experience design
- Exposure to interacting with enterprise-wide teams
- Ability to contribute to design governance
- Basic front-end development understanding (HTML & CSS)
- UX/UI/CX
- Solid knowledge of human/client centered design principles
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on expectations to clients and external stakeholders to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
**Competencies**
**Business Acumen**:
- Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group
**Client Commitment**:
- Anticipates, meets and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
**Drive for Results**:
- Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
**Leads Change and Innovation**:
- Actively leads change, does what is right for the business and drives continuous improvement through innovation.
**Collabration**:
- Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions.IMPACT AND INFLUENCE
- Persuades, convinces, influences and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI.
**Self-Awareness and Insight**:
- Manages self and relationships with others effectively and provides perspective in difficult situations.
