Manager: Client Experience - Johannesburg, South Africa - Nedbank

Nedbank

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Classification
-

REQ:

Refilwe Falatsi:
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Closing Date: 12 April 2024:

Location: 135 Rivonia Campus, Sandton:

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Division: Nedbank Insurance | Client Experience:

Job Family
Marketing, Communication and Research

Career Stream

Market Research and Customer Insights

Leadership Pipeline

Manage Others
FAIS Affected
Job Purpose
Join Our Team: _Elevate the Customer Journey as a Client Experience Manager_
Are you passionate about crafting unforgettable customer experiences? Do you thrive on driving innovative solutions that enhance client satisfaction? We are seeking a dynamic Client Experience Manager to lead our mission in delivering exceptional service that not only meets but exceeds customer expectations.

If you have a knack for identifying customer needs, a talent for transforming insights into action, and a drive for continuous improvement, we want you on our team
Responsibilities:

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Strategic Ownership: Spearhead the advancement of key customer experience (CX) metrics, championing initiatives that deliver measurable year-on-year enhancements.
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Insightful Leadership: Provide thought leadership on CX insights, translating complex data into actionable strategies for both immediate and long-term customer satisfaction gains.
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Innovative Experimentation: Lead the design and execution of CX experiments, scaling successful initiatives in collaboration with Product and Technology teams.
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Customer Advocacy: Develop and implement feedback mechanisms to proactively identify and resolve customer pain points, fostering a culture of customer-centric change.
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Analytical Excellence: Conduct in-depth analyses of customer interactions and internal processes, guiding structured problem-solving to optimize the customer journey.
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Process Optimization:Drive continuous process improvements, ensuring team operations are efficient and effective.
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Vendor Management: Oversee vendor relationships to guarantee the delivery of superior service and products.
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Client Satisfaction Levers: Identify key factors influencing client satisfaction and retention, integrating these insights into the customer journey to foster loyalty and advocacy.
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Collaborative Growth: Work closely with cross-functional teams to refine our client experience strategy, ensuring a cohesive and comprehensive understanding of client needs.
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CX Strategy Implementation: Oversee the execution of our client experience approach, ensuring it aligns with Nedbank Insurance's high standards and industry best practices.
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Service Culture Development: Foster a service-oriented culture within the team, measuring and improving satisfaction across key stakeholder groups.
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Innovative Tool Deployment: Lead the introduction of cutting-edge tools and methodologies, managing virtual resources for a successful implementation that includes change management and training.
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Governance Adherence: Ensure compliance with all governance frameworks, policies, and standards to safeguard stakeholder interests.

Job Responsibilities Continue
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Resource Management: Utilize project management expertise to manage resources effectively, achieving strategic business objectives.
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Cultural Transformation: Actively participate in Nedbank's cultural initiatives, addressing feedback from staff surveys to enhance our workplace environment.
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Client Service Advocacy: Champion interventions that cultivate a robust client service culture, driving corporate responsibility and team engagement for operational excellence.

People Specification

Proven Leadership: Experience as a senior CX/UX manager, demonstrating a customercentric approach and the ability to drive significant improvements in client experience.
Strategic Influence: Exceptional communication skills, with the capacity to influence decisionmaking at all organizational levels.
Analytical Prowess: Strong analytical abilities, comfortable interpreting large datasets to inform strategic decisions.

Essential Qualifications

NQF Level
Advanced Diplomas/National 1st Degrees

Preferred Qualification

Bachelor of Commerce: Honours, Bachelor of Commerce: Honours
Business Management

Essential Certifications

Preferred Certifications
Minimum Experience Level years managing a research function and exposure to financial services (Insurance industry preferable)
Working experience with participant management and research platforms (e.g., Qualtrics XM Directory)

Technical / Professional Knowledge