Senior CX Specialist: Insights, Design & Strategy

Absa Group; Johannesburg; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading African financial services organisation is seeking a Customer Experience Specialist in Johannesburg. The role involves advising and supporting best practices in customer experience. Candidates should have 2-5 years in a related environment and possess a Bachelor's Degree or Advanced Diploma in areas such as Business Management or Customer Experience. You will analyze customer feedback, develop reports, and implement strategic initiatives aimed at improving customer service delivery and relationships within Absa.

Qualifications

• 2 - 5+ years experience in customer experience or customer service.
• Bachelor’s Degree or Advanced Diploma in Business or related fields.

Responsibilities

• Identify and prioritize customer experience breakdown points.
• Produce quality reports on root cause analysis and solutions.
• Lead execution of CX strategic initiatives across the business.
• Develop and implement service initiatives for customer service improvements.
• Deliver projects for an industry-leading customer experience.
• Develop relationships with colleagues and stakeholders.
• Manage relationships with 3rd party vendors.
• Ensure compliance with Group policies and regulations.

Skills

Understanding of CX Metrics

Customer Excellence - Service Management

Emotional intelligence

Leading change

Effective communication

Service Design

Innovation mindset

Education

NQF7 Bachelor`s Degrees or Advanced Diplomas

Business Management

Customer Experience / Service Management

Customer Experience (CX Design / Service Design)

Communications

Marketing

Job description

A leading African financial services organisation is seeking a Customer Experience Specialist in Johannesburg. The role involves advising and supporting best practices in customer experience. Candidates should have 2-5 years in a related environment and possess a Bachelor's Degree or Advanced Diploma in areas such as Business Management or Customer Experience. You will analyze customer feedback, develop reports, and implement strategic initiatives aimed at improving customer service delivery and relationships within Absa.