CX Lead at Nedbank

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. 

Job 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 as-is and to-be 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 as-is and to-be 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.
• Provide day to day support to other project members on the application of Nedbank's client-centered design methodologies in order to a creative approach to delivering customer value.
• 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.
• Type of Exposure
• Networking and relationship building
• Influencing Others
• Facilitating achievement

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• BCom Degree, Advanced Diplomas/National 1st Degrees

Preferred Certifications

• Certifications in Agile Methodology
• UX/UI Design would be an advantage
• Design Thinking knowledge/experience
• Minimum Experience Level
• 3-6 years' experience
• Client Experience knowledge
• Execution of customer experience strategy
• Senior level stakeholder management
• Journey Mapping

Technical / Professional Knowledge

• Banking knowledge
• Banking procedures
• Business Acumen
• Business principles
• Business terms and definitions
• Business writing
• Communication Strategies
• Data analysis
• Industry trends
• Microsoft Office
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Research methodology
• Decision-making process
• Cluster Specific Operational Knowledge
• Governance, risk and controls
• Behavioural Competencies
• Earning Trust
• Decision Making
• Facilitating Change
• Influencing
• Initiating Action
• Innovation
• Becoming a Business Advisor
• High-Impact Communication