Cx Lead - Johannesburg, South Africa - Nedbank

Nedbank

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Job Requisition Number

REQ# x Vacancies
Job Family
Nedbank RBB
ClusterClient Experience Strategy & Culture

Leadership Pipeline

Manage Self: Professional
Job Purpose

We are looking for 4 CX Leads to join our team.

In this role you will be required to Design customer and end user-centered experiences which address pain points, meet needs, deliver value to our customers and employees and drive business value in order to align to the organization's strategic intent.

Responsibilities:

Design and execute desired customer experiences to address customer and staff pain points, meet customer needs, deliver value for the Business Unit in alignment with the Nedbank strategy.
Map the asis and tobe journeys for the relevant division or business cluster.
Establish best practice and standardized methodologies and templates for use across the RBB business.
Work with various teams in CX, Segment, SI (Solution Innovation) areas to ensure team synergies and maximum value is achieved.
Proactively identify CX improvements and fixes and work with stakeholders to fix any deltas identified between proposed and existing customer experiences that contribute to a less than desirable CX i.e., rapid Execution of small change with BIG VALUE initiatives.
Work with Segment and SI to develop the desired customer experience for new value propositions in order to align to customer needs and address key business objectives.
Work directly with senior stakeholders and 3rd party suppliers with limited supervision.
Liaise with research teams to draw out insights for asis and tobe journeys, at times conduct the research yourself especially with internal stakeholders.
Take an active interest in the development of the Bank's Digital, Innovation Design and Customer Experience methodology.
Contribute to the conceptual development and delivery of Visual.
Design work in order to meet the objectives of the proposed journey.
Attend industry events in order to keep abreast of developments within the latest consumer and business trends.
Create a competitive and successful CX function through understanding competitor activity and acting to leverage opportunities.
Provide guidance to senior stakeholders within the organization for potential areas of improvement of customer experience.
Achieve quality and cost competitiveness which is made transparent to the customer by providing structured services which are benchmarked to the industry.