Customer Insights Specialist

Santam Insurance; Johannesburg; On-site; ZAR 40 000 - 80 000; Full time

Job summary

An established industry player is looking for a Customer Insights Specialist to enhance customer interactions and satisfaction. This role is pivotal in driving insights through feedback analysis and strategic development, ensuring that customer experiences are positive and impactful. You will lead the Voices of the Experiences (VOX) Programme, collaborating with various teams to gather insights and improve service delivery. If you are passionate about customer-centric strategies and have a strong analytical mindset, this opportunity allows you to make a significant difference in shaping customer experiences while working in a dynamic environment.

Qualifications

• 5-8 years in customer insights methodologies, both qualitative and quantitative.
• Proficiency in analytics and customer insights platforms.

Responsibilities

• Manage and implement the Voices of the Experiences (VOX) Programme.
• Drive comprehensive customer insights strategies and develop standard processes.

Skills

Customer Insights Program Methodologies

Analytical Skills

Survey Research

CRM Platforms

Project Management

Communication Skills

Education

Bachelor's Degree in Business Administration

Master's Degree in Psychology

Tools

Qualtrics

Tableau

Job description

Job Description: Customer Insights Specialist

Santam is seeking a Customer Insights Specialist for our Partner Solutions business within the Santam Experience team. This position can be based in Sandton or Tygervalley.

Role Purpose: To oversee and enhance all aspects of customer interactions, ensuring a positive experience from initial contact to post-purchase. The role focuses on improving customer satisfaction, loyalty, and advocacy through feedback analysis, cross-functional collaboration, and strategic development.

Key Responsibilities:

1. Manage and implement the Voices of the Experiences (VOX) Programme to inform business decisions based on real-time data.
2. Partner with teams collecting customer feedback to produce insights on brand perception.
3. Drive comprehensive customer insights strategies, including ownership of tools and execution plans.
4. Develop standard processes for measuring insights across customer journey steps.
5. Share VOX insights with leadership to guide product and service improvements.
6. Merge insights across the business to provide comprehensive functional insights.
7. Develop understanding of VOX, journey mapping, and related products to ensure effective insights delivery.
8. Build internal and external partnerships to maximize business goals.
9. Prepare reports and presentations on insights and recommendations for management.
10. Establish cross-functional relationships to develop customer survey plans aligned with communication strategies.
11. Manage survey development, analysis, and improvements.
12. Identify key drivers of customer experience through survey analysis and feedback sources.
13. Conduct research to understand customer and partner journeys.
14. Recommend operational improvements based on quality performance analysis.

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

Experience & Skills:

• 5-8 years in customer insights program methodologies, both qualitative and quantitative.
• 5+ years delivering insights and analytics to various teams and senior partners.
• Experience implementing customer experience processes and standards.
• Proficiency in analytics, survey research, CRM, and customer insights platforms like Smoke, Qualtrics, etc.
• Strong analytical, statistical, and reporting skills, including experience with Tableau.
• Excellent communication, relationship management, and project management skills.
• Customer-centric mindset and ability to work in a fast-paced environment.

Core Competencies: Innovation, customer focus, results-driven, collaboration, resilience.

About the Company: Santam values diversity, inclusion, and belonging. We are an equal opportunity employer committed to neuro-inclusivity. Accommodations during recruitment are available upon request.