Client Experience Specialist

**Job Description**:
**Client Experience Specialist (Journey Design / Voice of Client / Finance) - Stellenbosch**

**Reference Number: KMJA01**

**Responsibilities**:

- The job holder would be required to operate within the rules of the following regulatory and industry bodies: Advertising Standards Authority, South African Reserve Bank (SARB), Financial Services Board (FSB), Banking Association of South Africa (BASA), National Credit Act, TCF (Treating Customers Fairly), Protection of Personal, Information Act (POPIA), NCA (National Consumer Act), TCF (Treating Customers Fairly)
- Liaises with external service providers: Advertising and Direct Marketing agencies, Client Experience agencies, Research firms and vendors, Data & Analytics Agencies, Media agencies.
- The job holder operates within the Banks policies and procedures and liaises with most departments of the bank and specifically the following:

- Internal service providers: Marketing, Data, Finance, IT, Human Resources (Learning and Development), etc.
- Internal clients: Sales and Operations, Call Centre, Product, Credit, Digital teams.
- Internal stakeholders: All departments where there are client touch points.

**Journey Design and Journey Management**
- Contribute to the design, development, delivery and continuous improvement of customer journeys.
- Lead and design customer journey maps across products and channels, mapping as-is and to-be scenarios where applicable. Own the end-to-end responsibility of the analysis.
- Contribute to the design of personas and empathy for journey design.
- Ensure journeys initiatives reach a cross-team alignment, formalise recommendations and agree with different stakeholders on priorities and ownership of the identified actions.
- Define Key Experience Indicators that will be frequently monitored to evaluate the customer experience performance and implemented improvements.
- Conduct analysis on multiple journeys - report on progress, value and identified friction points.
- Support business teams and or squads to become self-sufficient in basic journeys.
- Act as a coach for new members and/or colleagues that will further execute the methodology as part of the day-to-day job, becoming an embedded methodology for service and product design.
- Be an active advocate of Customer Experience values, support the organisation to become a truly customer centric organisation, and support human centric design.

**Voice of Client (VoC) Programme and Measurement Framework**

Contribute to the development of a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.
- Support the strategic and tactical book of work and sprints by providing relevant voice of client (VoC) input to inform design and development efforts.
- Provide input to strategic and tactical initiatives to ensure that the VoC and client centricity is understood across the organisation and incorporated into projects and initiatives.
- Design diverse methods and means for the collection of client insights pertaining to behaviours, preferences, needs, drivers, pain points, mindset and values, expectations and experience feedback.
- Define, communicate and guide practices policies, methods, procedures, standards and tools in relation to VoC and ensure they are understood and, where appropriate, embedded in the business.
- Design, develop, monitor and analyse surveys and other information/data gathering methods to optimise VoC information.
- Use and optimise all the channels and platforms available for information extraction.
- Refer insights to the Client Experience team for advising business in respect of the insights and any remediation; assist with this where required.
- Collaborate with other departments and functions where voice of client input lands to gather the information, e.g., call centre, social media.

**Research and Data Analysis**
- Design and implement research methodologies and practices to effectively gather information that ensures a deep understanding of clients needs and expectations Perform analysis to identify client and market trends, what is being done well, where the service or product gaps are.
- Create and suggest solutions to the product development teams, actively informing and contributing to design and continuous improvement efforts and sprints.
- Understand and assess client satisfaction via surveys and net promoter score.
- Measure process turnaround times and service level agreements.
- Optimise the text analytics tool to advance the quality of insights.
- Identify and implement tools which can enhance information collection, understanding and interpretation.
- Collaborate with other departments and functions where voice of client input lands to gather the information, e.g., call centre, social media.
- Design and implementation of client interaction and client experience metrics, includ