Customer Experience Manager (Everyday Banking) - Johannesburg at Absa Group Limited (Absa)

Job Summary

• The Everyday Banking Customer Experience team is looking for a talented and experienced Customer Experience Manager to join the team. This exciting position will give you the opportunity to shape client experience across all client touch points. The primary mandate of this role is to understand the customer needs/ expectations and to develop and implement strategies that support the business objectives. The role interacts with a broad range of stakeholders across the organisation in order to drive superior customer experience.

Job Description

• Root cause and insights analysis strategy: Identify and prioritise customer experience breakdown points based on customer expectations, breakdown severity and business impact, using customer measurement feedback.
• Perform detailed analytics in order to identify root cause problems impacting customer experience delivery.
• Assist in delivering projects which lead to the creation of an industry leading customer experience which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Absa product set.
•  Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client.
• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice.
• Bring CX-first mindset & capabilities: serve as a customer expert, through deep understanding and capability across core CX tools, such as Voice of Customer surveys, customer observations, behavioral and sentiment data analyses
• Demonstrate ability to draw customer insights from multiple tools/sources.
• Prepare reports on the customer experience monthly looking at trends and customer engagements

Minimum requirements:

• 3+ years’ working experience as a CX Specialist/Manager
• Experience in an environment requiring business acumen will be strongly advantageous
• Undergraduate degree in a Business, Marketing or related field (equivalent to an NQF level 7)
• Expertise in customer-centric principles
• Customer insights generation, translation and transformation into tangible experience designs
• Outstanding knowledge of journey mapping methodology
• Capture and understand user and business requirements
• Design thinking capability
• Fluency in generating numerous potential concepts through ideation
• Good English grammar
• Strong business and technical acumen

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)