Head: Client Experience - Johannesburg, South Africa - Nedbank

Nedbank

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Purpose

Assist in the implementation of the Client and Employee Experience design strategy and to synthesise the outcomes of design research and map them into a journey to meet Nedbank's Strategic Outcomes in line with Nedbank's focus on Client Centricity.
Manage interaction with clients, internal stakeholders, and value chain partners that assist in the development of client and employee centric solutions, delivery of communication and the associated product collateral.
Collaborate with the Change and Transformation capability in developing change comms and development of learning content

Responsibilities:

Set strategic and functional direction for the Experience Design capability
Promote CCD by driving and supporting initiatives that are geared towards adoption and advocacy of client centred design.
Advisory on journey mapping, experience design (for projects or squads) and content creation across Juristic clusters.
Custodian of experience governance through the CIB/ Juristic Client experience forum enabling process standards in design and delivery of experience (Golden Standards).
Drive client centricity culture and process improvements through the Client experience Forum
Take demands from clients through the client facing touch points such as contact centre, sales teams etc for prioritisation of product enhancements and requested changes post initial implementation
Ensure that the developed products and touchpoints solve for the identified client and targeted market needs.
Develop solid relationships with internal business partners to ensure smooth delivery of agreed business objectives and projects.
Work with crossfunctional teams to create innovative user experiences for new and extended product/service offerings
Contribute to the design decisions during product development based on client centric perspectives and service design principles.
Collaborate with adjacent disciplines, such as PO's, Tech Leads, UX/UI designers, Design Leads, etc.
Produce evidence of the impact of service design within the broader client centred design framework
Collaborate with the Change & Adoption Team, the CX team and Delivery squads to Define Change and communication design principles and development of learning content.
Develop appropriate training material based on the principle of balancing fitforpurpose with the creation of reusable and easyto maintain artefacts.
Establishing and delivering change interventions using the most appropriate Change Management approach
Creating communication and training plans to enable smooth implementation of the strategy

Essential Qualifications - NQF Level

Postgraduate degree in Psychology or Anthropology or Sociology or equivalent

Preferred Certifications

Scaled Agile Framework**
Minimum Experience Level years' experience in Change implementation; Thorough knowledge of, and experience in, change management principles and methodology.

years of direct exposure working on CX / UX
years Management experience