Customer Experience Consultant

**Company Description** About Kaelo**
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

The Customer experience (CX) consultant plays a pivotal role in ensuring Kaelo Health members and clients are satisfied and engaged. As a product expert, they will be responsible for ongoing evaluation of the customer experience and developing a CX strategy.

The Customer experience consultant will be responsible for developing ways to monitor the customer experience to ensure they can measure improvements in customer Satisfaction, loyalty and brand recognition.

The Customer Experience Consultant is expected to create outstanding experiences to ensure the business is improving conversion rates, fostering loyalty and increasing brand recognition.

**KEY OUTCOMES**
- Ensure the customer journeys are holistic, seamless, and relevant.
- ** Analyse & ideate**: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
- ** Direct & develop**ideate on and research initial ideas to better define, as well as building a strategy around the customer journeys and touchpoints.
- ** Validate & document** Internal or external prototype customer experiences. Document the customer journey and touchpoints to be either replicated or monitored.
- Analyse, improve and facilitate the creation of customer interactions with a brand or business.
- Discover, engage, deliver exceptional customer experience.
- Review and update member and product documents and communications.
- Product system testing documentation of test results.

**SPECIAL REQUIREMENTS**
- Passionate about Customer services
- Respectful and patient
- Great communicator
- Effective Facilitator
- Attention to detail (mandatory)

**Qualifications** PERSON DETAILS: WORK EXPERIENCE**
- Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
- Project management experience
- Medical Insurance and Gap product knowledge.

**PREFERRED**

**EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY**
- Bachelor’s degree in a related field
- Two years of experience implementing strategies to ensure customers are fully satisfied.
- Experience developing customer journey content.
- Customer service experience and strong project management and time management skills
- Excellent presentation and communication skills

**TECHNICAL SKILLS OR KNOWLEDGE**

**REQUIRED**
- Strict adherence to company philosophy/mission statement/sales goals
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
- Experience with technologies and best practices for instructional manuals and teaching platforms
- Attention to detail
- Strong project management skills with the ability to supervise multiple projects.
- Good interpersonal skills and communication with all levels of management
- Able to multitask, prioritize, and manage time efficiently.
- Excellent leadership, team building, and management skills
- Encouraging to team and staff; able to mentor and lead.
- Excellent verbal and written communication skills
- Able to analyse problems and strategize for better solutions.

**Additional Information**
- **
Accountability**:

- ** Action orientated**:

- ** Collaborative**:

- ** Communication**:

- ** Business writing skills**:

- ** Manage complexity**:

- ** Problem solving skills**:

- ** Decision thinking**:

- ** Encourages engagement**:

- **Resilient and adaptive**:

- ** Resourceful**:

- ** Demonstrates self-awareness**:

- ** Purpose driven**:

- ** Significance and values orientated