Specialist: Customer Insights (3S) - Sandton at Absa Group Limited (Absa)

Job Summary

• Do you have a knack for data and analytics? Are you passionate about client experience and making a difference?
• Come and join the Client Care team and help us achieve our purpose: orientating the business around our clients to improve the client experience in a way that creates value for clients.
• This exciting and challenging role will expose you to feedback from strategic and operational CIB clients and provide you with an opportunity to build a strong client experience capability and contribute directly to improving the client experience for Absa CIB. Successful candidate will have a min of 5 years’ experience in data analytics, insights and modelling in a Client Relationship Management team

Job Description

• To assist the Client Care team with conducting and analyzing client feedback and provide actionable insights for improvement.

Duties will include:

• Provide data, analytics and research expertise to translate client feedback into actionable insights
• Design and implement tactical client experience measurement with a focus on digital transformation
• Writing and reporting: Draft and present client experience feedback / results with the support of a senior team member
• Provide advice and support in practice formulation and associated best practice improvement tactics; enabling the provision of specialist customer insights expertise
• Data & Information gathering and research: Identify data and information sources and establish information channels and networks (formal and informal) for the purpose of obtaining pertinent data and information which can be meaningfully transformed into value adding customer intelligence
• Integrate Client research data with other internal and external experience metrics like Complaints, Colleague Experience, Operational Data, and Behavioral Client data.
• Develop an in-depth understanding of corporate client needs and wants through external and internal research.
• Inform Strategies, Plans, Interventions and Models: Provide client insights as inputs to strategies, models, plans and interventions in the agreed format/s – outputs should be professional, accurate and easily consumable
• Workshops and facilitated sessions: Assist the senior leadership with the Analytics, Insights and Modelling in preparation for workshops and sessions
• Participate in workshops and sessions to the level of presenting and facilitating, under the guidance of a senior team member.
• Personal growth: Identify areas of growth within Customer Insights skills, competency and knowledge areas to provide CX expertise and thought leadership to the business.
• Identify relevant internal training and up-skilling opportunities and participate accordingly

Education

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