Senior Manager: CX Measurement at Nedbank

Job Purpose

• To influence the understanding and thinking of customer and consumer behaviour through foresight and leadership; customer insight; market and customer analytics; governance; consulting and advisory to enable business to achieve its objectives.

Job Responsibilities

• Comply with internal and external governance requirements; policies; procedures and standards to minimise risk to all stakeholders.
• Manage resources and deliverables through project management disciplines to meet business objectives.
• Meet client needs by developing proposals and presentations.
• Continuously improve processes to enhance the operations of the team.
• Identify; manage and partner with vendors to ensure the delivery of high-quality outputs.
• Develop the market and customer insights strategy and plan by understanding business strategy and client insights.
• Design; develop and implement research and insight projects by engaging and collaborating with internal and external stakeholders.
• Address business needs by proactively identifying opportunities to initiate strategic projects.
• Collaborate with internal and external stakeholders to identify research solutions to projects.
• Contribute to resolution of strategic issues by acting as the advisory / consultative function.
• Ensure transformational targets are met for own team through consideration of targets during the staff recruitment; retention and training process and utilizing suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• Create a client service culture through various required interventions.
• Support and encourage staff to participate and support corporate responsibility initiative.
• Achieve operational excellence by supporting the implementation of business optimization improvement through team engagement

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree
• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Bachelor of Commerce: Honours in Business Management

Minimum Experience Level

• 5 - 7 years managing a Research function and exposure to Financial Services

Technical / Professional Knowledge

• Budgeting
• Change management
• Client service management
• Client service principles
• Communication Strategies
• Consumer behaviour
• Governance, Risk and Controls
• Organisational systems
• Principles of project management

Behavioural Competencies

• Communication
• Decision Making
• Innovation
• Business Acumen
• Guiding Team Success
• Continuous Improvement
• Planning and Organizing
• Delegation and Empowerment