Executive Administrator

Job Location : Gauteng, Johannesburg

Deadline: April 07, 2025

Job Purpose

• Lead the management of the user experience design capability of Telesure, innovating processes, developing resources and ensuring that the capability remains in a market-leading position. Integrate customer-centric research and design practices into product and systems design across multiple interdependent projects.

Responsibilities

1. Customer Experiences Implementation: Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
2. Design and Conceptualization: Produce multiple concepts and prototypes to design digital products/services.
3. Digital Strategy / Transformational Projects Execution: Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation.
4. Customer Experience Mapping: Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
5. Customer Experience Strategy: Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.
6. Customer Needs / Experience Research: Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
7. Stakeholder Management: Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
8. Product / Service Development: Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
9. Leadership and Direction: Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
10. Performance Management: Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.