Specialist: Customer Experience

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

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To provide advice and support in practice formulation and associated best practice improvement tactics. Enabling the provision of specialist customer experience expertise.

Job Description

Experience

• 2 - 5+ years – Experience in a similar customer experience, customer design or customer service environment

Qualifications

• NQF7 Bachelor`s Degrees and Advanced Diplomas in:
• Business Management
• Customer Experience / Service Management
• Customer Experience (CX Design / Service Design)
• Communications
• Marketing

Skills

• Understanding of CX Metrics (CXI, VOC, Net Sentiment)
• Customer Excellence - Service Management
• Emotional intelligence
• Leading change
• Effective communication
• Service Design
• Innovation mindset

Key performance areas:

• Root cause and insights analysis strategy: Identify and prioritise customer experience breakdown points based on customer expectations, breakdown severity and business impact, using customer measurement feedback, data analyses and best-practice research.
• Reporting, Tracking and Presenting: Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to improve customer service delivery and recovery levels.
• Strategic Customer Centric Implementation: Leading the execution of CX strategic initiative across the business to ensure a holistic approach to customer driven initiatives in line with the business and brand strategy based on the customer experience business intelligence within the business.
• Customer Experience Enablement: Develop and implement specific service initiatives tailored to the targets agreed for customer service level improvements for the required business areas.
• Customer Experience Planning: Assist in delivering projects which lead to the creation of an industry leading customer experience, which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability, while still maintaining the depth and rich functionality of the Absa product set. Leverage insight and data to ensure that products/services/solutions are truly designed around the customer.
• Relationship Building & Team Working: Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistent customer experiences that drive customer empathy and leverage best practice.
• Manage 3rd party vendors: Manage relationships and delivery of 3rd party vendors delivering work in relation to customer experience initiatives.
• Governance and Adherence: Compliance to Group policies, legislation and regulations.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised