Digital Enablement Analyst - Backlog, QA & Journeys

Nedbank; Johannesburg; Presencial; ZAR 550.000 - 900.000; Jornada completa

Descripción de la vacante

Nedbank is seeking a Digital Enablement Consultant to drive Self-Fulfilled digital insurance journeys by managing backlog, coordinating requirements, testing, and issue resolution. You will work with BITE, Digital, Product, CX and other stakeholders to ensure high-quality delivery.

You will own backlog items, coordinate changes, perform UAT, monitor journey health, and provide operational insights to improve client experience across the digital journey.

Formación

• General Communication Skills
• Leadership Skills
• Project Management
• Interpersonal Skills/ Client Relationship
• Innovation and creative skills
• Analytical Skills
• Digital Marketing
• Business Acumen
• Communication
• Managing Work
• Execution
• Operational Decision Making
• Technical/Professional Knowledge and Skills

Responsabilidades

• Own and maintain the Self-Fulfilled digital backlog, including incidents, defects, enhancements, content changes and enablement requirements.
• Ensure backlog items are clearly documented, prioritised and progressed with relevant stakeholders.
• Track delivery, dependencies, risks and blockers through to resolution.
• Work closely with BITE and relevant delivery teams to clarify requirements and facilitate delivery.
• Investigate digital journey issues, incidents and client escalations to determine the nature and impact of the issue.
• Log and manage IMs/INCs, ensuring sufficient supporting information and evidence is provided.
• Liaise with BITE and relevant teams to facilitate investigation and resolution.
• Plan and execute UAT for digital fixes, enhancements and changes.
• Develop and execute appropriate test scenarios and document results.
• Identify and log defects, coordinate resolution and perform retesting.
• Validate that delivered changes meet agreed requirements and quality standards.
• Conduct ongoing digital journey health checks to identify breakages or unexpected behaviour.
• Monitor digital journeys to identify drop-offs, errors, abandonment and other areas impacting client experience.
• Use available analytics and operational insights to investigate journey performance.
• Translate findings into actionable improvements and track agreed actions through to completion.
• Maintain an accurate and current library of digital journeys and supporting documentation.
• Ensure journey and process documentation reflects current production journeys.
• Gather, clarify and document business requirements for digital enhancements and fixes.
• Translate business requirements into clear inputs for BITE and relevant delivery teams.
• Prepare and coordinate change requests, ensuring required information, stakeholder input and approvals are obtained.
• Track requirements and changes through implementation and validation.
• Ensure applicable governance and approval processes are followed.
• Produce accurate and timely digital enablement reporting.
• Maintain visibility of backlog status, incidents, resolution times, journey issues, enhancements, blockers and risks.
• Identify recurring issues, trends and items requiring intervention.
• Provide clear updates and actionable insights to relevant stakeholders.
• Contribute to Self-Fulfilled and Distribution reporting requirements.
• Build effective working relationships with development, Product, CX and other relevant stakeholders.
• Act as a key coordination point for digital enablement requirements and issues.
• Facilitate resolution of operational dependencies and blockers.
• Provide clear and timely communication on progress, risks, decisions and required actions.
• Participate in relevant operational, enablement and delivery forums.

Descripción del empleo

Nedbank is seeking a Digital Enablement Consultant to drive Self-Fulfilled digital insurance journeys by managing backlog, coordinating requirements, testing, and issue resolution. You will work with BITE, Digital, Product, CX and other stakeholders to ensure high-quality delivery.

You will own backlog items, coordinate changes, perform UAT, monitor journey health, and provide operational insights to improve client experience across the digital journey.