Managing Executive: Client Experience at Sanlam Group

What will you do?

• The Managing Executive: Client Experience is a member of the SC Executive Leadership team, reporting to the Chief Executive Officer: SC. As the Executive of Client Experience (CX), you will lead on the design and delivery of consistent, easy and intuitive services by bringing the client experience strategy to life through effective delivery, performance improvement and the complaints resolution service.
• You will be highly skilled at driving execution and improvement from client insights ensuring we continue to improve, innovate and deliver positive outcomes for our clients and intermediaries. This will include improving the digital experience across all touchpoints across the organisation by enhancing client satisfaction and delivering positive, measurable outcomes for our customers, whilst contributing to our vision of living with confidence.

What will make you successful in this role?

Key Responsibilities

Designing and developing an effective client strategy across the organisation, using data and client behavioural insights 

• Developing and delivering an internal customer quality standard framework, including customer personas, customer journey maps and a range of KPI's across customer touchpoints
• Translating customer insight and feedback into recommendations and actions for the wider organisation through effective and innovative solutions, overseeing and monitoring delivery plans
• Delivery of the customer experience and the user experience strategy by integrating these into a holistic and tangible experience 
• Focused ownership of the Digital client journey and engagements which includes website design, digital marketing, digital lead generation and analytics 
• Providing direction, expertise and support, ensuring the delivery of client experience projects
• Develop a Marketing and Communications strategy that supports the unique Client Experience journey
• Stakeholder management in terms of reporting, monitoring feedback of the Client Experience milestone delivery   
• Foster a positive work environment and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.

Qualification and Experience

• Relevant Degree, B Comm, Information or Data Science/ Marketing
• At least 5 years’ experience at a Senior Management and Executive committee level
• Experience in Healthcare advantageous
• Experience in large corporates within the financial services industry 

Knowledge and Skills 

• Excellent communication and influencing skills, able to inspire others, able to create buy-in
• Strong leadership and management experience, leading by example and fostering a client centric, accountable environment to achieve high performing targets
• A track record of delivering high levels of client satisfaction and service performance
• Working knowledge of supportive customer technology such as CRM systems, AI and automation technology
• Effective stakeholder management skills, working collaboratively with senior managers and operational teams across various functions
• Experience in delivering client-centric services, analytical thinking process development and improvement, problem-solving and planning
• Significant experience of client service delivery 

Personal Attributes

• Drives vision and purpose - Contributing strategically
• Business insight - Contributing strategically
• Manages complexity - Contributing strategically
• Strategic mindset - Contributing strategically

Core Competencies

• Cultivates innovation - Contributing strategically
• Customer focus - Contributing strategically
• Drives results - Contributing strategically
• Collaborates - Contributing strategically
• Being resilient - Contributing strategically