Customer Insights Specialist - Johannesburg, South Africa - Nedbank

Description

Requisition Details & Talent Acquisition Consultant

REQ – Michelle Thabethe

Job Family

Career Stream

Leadership Pipeline

Job Purpose

To support business strategy by gaining customer feedback and relevant intelligence on markets / services served, extracting insights, and disseminating to various levels within the organisation.

Job Responsibilities

• Contribute and develop various staff engagement surveys to support a culture conducive to the achievement of transformation and customer satisfaction goals (e.g. staff surveys, etc.).
• Participate and support ongoing engagements and customer experience sessions to achieve key business strategies and objectives by identifying root cause of service delivery pain points.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Keep abreast of legislation, benchmarking, measurement standards, and other relevant industry changes that impacts on role by reading relevant newsletters; websites and attending sessions.
• Understand and embrace the Nedbank vision and business strategies and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practice and certifications obtained and/or maintained within specified time frames.
• Develop comprehensive customer experience and survey reports, dashboards, and insights to ensure information is provided correctly and adds value to all stakeholders and sharing knowledge with relevant teams.
• Provide input on activities for relevant stakeholder reports by sourcing information and applying insightful results.
• Co-ordinate tasks, resources and internal and external stakeholders to support the implementation of value adding and improvement activities.
• Meet financial objectives by co-ordinating activities in line with budget requirements.
• Support the customer strategy and relevant objectives by aligning activities within the business to enable and drive implementation.
• Identify and engage with all stakeholders to ensure implementation of customer satisfaction activities.
• Build and maintain collaborative relationships with stakeholders to deliver on customer satisfaction objectives.
• Written and verbal communication of reports that provide insight and direction to guide solutions to customer satisfaction objectives and measurement, recommend improvements insights and opportunities.
• Manage Knowledge Articles, customer support articles associated within the relevant tools to enhance and enable self-service.
  
  

Minimum Experience Level

• 2 - 3 years in service management in a banking environment and/or market research.
• 2 – 3 Experience working with customer satisfaction, transactional and relationship surveys.

Preferred Qualification

• Bachelor of Commerce: Business Management, Bachelor of Commerce: Marketing

Type of Exposure

• Experience in Surveys and Customer Satisfaction benchmarking and survey measurement methodology (NPS/CSAT/CES, etc.)
• Experience with Case Management / Service Management tools like ServiceNow
• Experience with developing insightful surveys and reports / dashboard using various survey tools like Qualtrics.
• Good communication and facilitation skills across diverse stakeholders.
• Analytics and reporting capability / acumen.
• Ability to translate complex survey and customer / business data into actionable insights and present this to various stakeholders and Management.
• Prepare Reports, dashboards, presentations for various levels of management to drive customer satisfaction objectives
  
  

Technical / Professional Knowledge

• Administrative procedures and systems
  
• Cluster specific operations
  
• Governance, Risk and Controls
  
• Microsoft Office
  
• Relevant regulatory knowledge
  
• Relevant software and systems knowledge
  
• Knowledge of South African Market Research Association (SAMRA) code
  

Behavioural Competencies

• Earning Trust
  
• Communication
  
• Continuous Learning
  
• Customer Focus
  
• Building partnerships
  
• Managing Work
  
• Quality Orientation
  
• Technical/Professional Knowledge and Skills
  

Disclaimer

Preference will be given to candidates from the underrepresented groups

Please contact the Nedbank Recruiting Team at

Please contact the Nedbank Recruiting Team at