Claims Experience Coordinator (JG8)

Santam Business; Johannesburg; On-site; ZAR 350,000 - 550,000; Full time

Job summary

A leading company in the insurance industry is seeking a Claims Experience Coordinator to enhance customer experience through effective insights and strategies. The role involves managing customer feedback, collaborating with various stakeholders, and improving survey methodologies to connect with clients better. Candidates should have a background in customer experience, analytics, and insurance claims management, ideally with relevant degrees and experience in the field.

Qualifications

• 3-5 years in Voice of the Customer programs.
• 3+ years in Insight or Customer Experience teams.
• Experience working with large data sets for at least three years.

Responsibilities

• Drive a comprehensive Voices of the Experiences strategy.
• Project manage survey development, analysis, and improvements.
• Build relationships to develop customer survey plans.

Skills

Claims processes and insurance product knowledge

Advanced MS Excel

PowerPoint skills

Customer insights

Survey methodologies

Strong critical thinking

Attention to detail

Education

Bachelor’s degree in marketing, economics, or related field

Matric/Grade 12

Tools

Microsoft Power BI

Microsoft D365

Job description

CAREER OPPORTUNITY

Santam Claims Solutions has a position available for a Claims Experience Coordinator based in Hill on Empire.

WHAT WILL YOU DO?

The Purpose Of The Role Is

• To Listen – in real-time to the heartbeat of our business
• To Act – To make things right that have gone wrong & elevate things that have gone right.
• To Respond – to make informed decisions about our business in the interests of our Stakeholders based on real time data.

This role helps us capture how our customers feel about our business, product, or service, providing insights to create a stronger customer experience. It visualizes the gap between customer expectations and their actual experience, enabling us to connect and engage with clients at every touchpoint and improve their experience with Santam.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Drive a comprehensive Voices of the Experiences strategy, including ownership of VOX Tools survey platform.
• Develop strategies and execute plans to enhance customer advocacy across channels.
• Establish standard processes for measuring insights across journey steps and customer success.
• Share the Voice of the Customer (VOC), including current and future customer needs, with executive leadership.
• Project manage survey development, analysis, and continuous improvements for survey tools like NPS, CSat, and ESat.
• Identify customer insights and key drivers of positive and negative experiences based on survey analysis and feedback sources.
• Enable the Voices of the Experiences (VoX) feedback loop by identifying and tracking improvement initiatives based on survey results.
• Build cross-functional relationships to develop a customer survey plan aligned with communication strategies.

Qualifications And Experience

• Matric/Grade12
• Bachelor’s degree in marketing, economics, or related field.
• 3-5 years of responsibility in Voice of the Customer programs.
• 3+ years in Insight or Customer Experience teams delivering analytics to various stakeholders.
• Experience working with large data sets for at least three years.
• Claims management experience in short-term insurance industry.
• Knowledge of motor and non-motor claims processes and insurance products.
• Experience in analytics, survey research, and working with tools like Microsoft Power BI and PowerPoint.
• Experience with survey platforms like Microsoft D365 and applying statistical techniques.
• Proven ability to deliver customer insights that influence KPIs.

Knowledge And Skills

• Claims processes and insurance product knowledge.
• Advanced MS Excel and PowerPoint skills.
• Strong understanding of survey methodologies.
• Ability to manage multiple initiatives with minimal supervision.
• Excellent communication and presentation skills.
• Strong critical thinking, influencing, relationship management, and project management skills.
• Attention to detail and conflict management abilities.

PERSONAL ATTRIBUTES

• Strategy driving, client focus, decision making, innovation, change leadership, continuous learning, talent leadership, emotional intelligence.

Who We Are

Santam leads the general insurance industry in Southern Africa, with a focus on client-centric services. We are committed to transformation and diversity, aiming for an inclusive workforce that reflects societal demographics.

Please note that this appointment will be made in line with the Divisional Employment Equity targets.