Customer Insights Specialist

Findojobs South Africa; Gauteng; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading financial services company in South Africa is seeking a Customer Insights Specialist to enhance customer interactions and improve satisfaction. The role involves analyzing customer feedback, developing strategies, and managing the Voices of Experiences (VOX) Programme. Candidates should have a strong background in customer experience and insights, with a degree in relevant fields and 5-8 years of experience.

Qualifications

• 5-8 years of experience with Customer Insights methodologies.
• 5+ years delivering insights and analytics within Customer Experience teams.
• Experience with statistical techniques and data analysis.

Responsibilities

• Oversee and enhance customer interactions for better experiences.
• Analyze feedback and develop strategies for customer satisfaction.
• Manage the Voices of Experiences (VOX) Programme.

Skills

Critical thinking

Relationship management

Data analysis

Excellent communication

Project management

Customer-centric mindset

Education

Bachelor’s or Master’s degree

Tools

D365 Customer Insights

Qualtrics

Tableau

Job description

What will you do?

The Customer Insights Specialist role is within our Partner Solutions business, part of the Santam Experience team. The position can be based in Sandton or Tygervalley.

The purpose of this role is to oversee and enhance all aspects of customer interactions, ensuring a positive experience from initial contact to post-purchase. The specialist will analyze feedback, collaborate with cross-functional teams, and develop strategies to improve customer satisfaction, loyalty, and advocacy. Additionally, they will manage and implement the Voices of Experiences (VOX) Programme to inform business decisions based on real-time data.

The role involves capturing customer sentiment about our business, products, or services to generate insights that help us create a stronger customer experience. The incumbent will also maintain close partnerships with teams that collect customer feedback and produce insights, such as brand perception teams.

What will make you successful in this role?

• Drive comprehensive Customer Insights strategies, including Voices of the Experiences, Journey Mapping, and ownership of tools used.
• Develop and execute plans to enhance customer advocacy across channels.
• Create standard processes for measuring insights across journey steps and customer success.
• Share insights from VOX (Customer, Employees, Broker, Suppliers) with executive leadership.
• Merge insights across business functions to provide comprehensive analysis.
• Deepen understanding of VOX, journey mapping, insights, products, and offerings to ensure effective delivery of insights.
• Build internal and external partnerships to meet business goals.
• Develop customer insights to drive positive changes across channels.
• Prepare reports and presentations for management, sharing insights and recommendations.
• Share VOX results with leadership to reinforce drivers of customer experience and suggest improvements.
• Establish cross-functional relationships to develop aligned customer survey plans.
• Compile reports on metric performance and continuous improvements for survey tools.
• Manage the development of surveys, analysis, and ongoing improvements for survey tools.
• Identify key drivers of customer experience based on survey and feedback analysis.
• Conduct research within teams or with external partners to understand customer and partner journeys.
• Recommend operational improvements based on quality performance analysis.
• Collaborate across business units to develop 'What good looks like' models.

Qualifications

• Bachelor’s or Master’s degree in business administration, research, psychology, economics, or related fields.
• Net Promoter Certification is advantageous.

Knowledge and Experience

• 5-8 years of experience with Customer Insights methodologies (qualitative and quantitative).
• 5+ years delivering insights and analytics within Customer Experience teams.
• Experience implementing customer experience processes and standards.
• In-depth analytics experience, including survey research and transactional data analysis.
• Familiarity with CRM and D365 Customer Insights.
• Experience with survey platforms like Qualtrics, Smoke, Plus94, D36D, etc.
• Passion for Customer Experience and advocacy.
• Strong skills in analyzing qualitative and quantitative data, storytelling, and providing recommendations.
• Statistical techniques knowledge and application.
• Experience designing Tableau reports.
• Proven track record in delivering customer insights that influence KPIs.
• Experience with impact modeling, regression, and factor analysis.

Skills

• Critical thinking, influencing, and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple initiatives independently.
• Strong presentation skills for senior management.
• Proficiency with survey techniques and data analysis.
• Project and change management skills.
• Advanced MS Excel and PowerPoint skills.
• Customer-centric mindset.
• Negotiation and stakeholder engagement skills.
• Ability to work under pressure and in dynamic environments.
• Workshop facilitation and conflict resolution skills.

Core Competencies

Innovation, Customer Focus, Results Driven, Collaboration, Resilience.

About The Company

Santam is committed to diversity, inclusion, and belonging. We encourage applications from candidates of all backgrounds. We support neuro-inclusivity and workplace accommodations during the recruitment process.