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    • Customer Experience Analyst - Johannesburg - Absa Group Limited

    Absa Group Limited
    Absa Group Limited Johannesburg

    1 month ago

    Default job background
    Description

    Job Title: Customer Experience Analyst (Fraud Solutions)

    Key Responsibilities:

    • Provide specialist support in the development of the Customer Strategy for Fraud Solutions.
    • Analyse and understand fraud incidents to elicit fraud modus and trends, and gather, interpret and use customer research and data to understand customer needs and expectations.
    • Work closely with Group Customer Experience teams to ensure customer experience initiatives in the area are aligned to group strategy and practices.
    • Conduct Customer Experience meetings, and workshops with Absa teams across the Group, including internal and external Customer Education.

    Accountabilities:

    • Solutioning & Advisory
      • Serve as subject matter expert for CX across all fraud channels and assist in delivering projects which lead to the creation of an industry leading customer experience.
    • Customer Experience Enablement
      • Work with insight teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identification of opportunities to leverage this information through great customer experiences.
    • Risk and Control
      • Ensure that processes, control requirements and risk management frameworks relating to projects is designed and maintained in accordance with the Fraud Solutions governance.

    Requirements:

    • Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security

    Language: English

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