Jobs at Santam Insurance - (3 Positions)

What will you do?
The Journey Mapping Specialist will be responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments across touchpoints. .

Key Responsibilities:

• Manage the overarching Customer Engagement map that depicts the ideal end-to-end customer experience journeys across multiple touchpoints and take into consideration insights from design sessions, customer research, business processes and changes to business models
• Link experiences to financial outcomes, using business, behavioral, and experience metrics to influence across the company. 
• Define and shape the customer experience strategy across all products, platforms and systems.
• Development of high-level capability roadmaps 
• Set the vision and priorities for the journey Insights team, develop capabilities and repeatable processes, and ensure team delivers against commitments and priorities
• Prioritize the most critical gaps in providing an enjoyable customer experience; lead the development of a roadmap to address root-causes and redesign journeys. Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments.
• Guide the team in collecting, unifying, and connecting experience and behavioural data across Santam Group’
• Develop insights through advanced analytics to answer key business questions and support product and feature prioritization and optimization
• Work in partnership with relevant SMEs; leverage strong process design methodologies such as design thinking and customer experience redesign methodology to create the right end to end solutions for customers
• Build and administer a governance process for the Engagement Map that provides for ongoing submission of possible changes and proper approvals.
• Develop standard process for measuring journey steps and customer success
• Place individuals in roles and assignments that stretch their capabilities and empower personal and career development.
• Establish and execute disciplined approach to manage end-to-end customer experiences across priority journeys leveraging agile methodologies and ensuring cross-functional and channel stakeholder
• Leverage a strong understanding of consumer trends, technology trends, competitive experiences and best-in-class experiences to help shape the outcomes of the Design Sessions and future iterations of the Engagement Map.
• Partner with technology teams to execute prioritized improvement opportunities that can be leveraged in-store thus bringing to life a true omnichannel experience.
• Partner with analytics teams to measure improvements for each experience

What will make you successful in this role?

• Matric and degree related to commerce, analysis or information systems (e.g. B.Comm, Degree in Marketing, Business Administration, Market Research,                 B.Sc.Computer Science in IT or Informatics) 
• An MBA would be advantageous
• 8+ years of direct or related experience-focused customer experience (CX) design, journey mapping, analytics, and experience mapping.
• Must have 3-5+ years customer journey, omnichannel, and digital strategy experience.
• Customer focused. Prior experience utilizing a customer mind-set to deliver digital capabilities.
• Experience in Agile delivery, design thinking practice and sprint planning.
• The ability to identify, source, and analyze data and information from available sources, identify trends, connect the dots and draw conclusions to inform key                 business  decisions across ines of business and functions.
• Forward-thinking and customer-centered; use design thinking approach to everything you do.
• A detailed job spec will be shared prior to the commencement of the recruitment process.

Knowledge and Skills

• Strategic Planning
• Forecasting
• Business Knowledge
• Research
• Business proposals and analysis around new opportunities

Personal Attributes

• Interpersonal savvy - Contributing through others
• Manages complexity - Contributing through others
• Plans and aligns - Contributing through others
• Optimises work processes - Contributing through others

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What will you do?
Santam Digital has a career opportunity available for an Automation Test Analyst who will preferably be based in Cape Town.

What will make you successful in this role?

• Lead and provide guidance to a team of automation test analysts in the Santam Digital environment and liaise with contracted test service supplier(s) to ensure effective prioritization, planning and delivery of test results and reporting
• Create and self-execute automated test scenarios, scripts and regression test packs and monitor execution by team 
• Test automation frameworks: Ensure alignment with existing frameworks, ensure use and implementation thereof, and provide input to ensure continuous improvement
• Ensure alignment of Automation Test Scripts with Acceptance Criteria on User Stories by being involved in technical discussions with project team throughout software development life cycle to pro-actively identify obstacles concerning quality
• Carry out quality assurance procedures to ensure that all digital tools and services meet and/or exceed the minimum organization standards and end-user requirements
• Create and review test cases, test data and test targets for functional and non-functional test requirements and link test cases to business/systems requirements to ensure traceability
• Thoroughly test software to ensure proper operation and freedom from defects and contributes to the release decisions and analysis of production defects 
• Provide input into and collaborate with, performance testing, device testing, penetration testing and user acceptance testing to ensure standards and requirements are met
• Document all problems, work to resolve them and report progress on problem resolution to management
• Create test reports, post implementation reports, publish test metrics to dashboards and make recommendations for improving test analysis and procedures
• Provide support and collaborate with business analysis, project management and development competencies to confirm scope and duration of testing and ensure alignment
• Comply with company policies and procedures, standards and methodologies
• Stay current on industry practices and trends in the testing, short term insurance and digital environments and contribute innovative ideas for the use of technology and improvement of processes

Qualifications and Experience

• Testing certification (i.e. ISTQB – Automation Test Analyst or similar) 
• Minimum 5 years relevant experience in automation testing that includes the following:
• Experience in software testing methodologies, frameworks, test planning, test cases development, execution, quality assessment of test cases 
• Experice in working with a team consisting of functional, automation and performance testing expertise 
• Experience with using the following tools: Jira, Bamboo, IntelliJ – Java, Appium, Postman, Bitbucket, Allure, XCUITEST, Maven, TestNG, Selenium, SQL and database query tools, MS office
• Experience in working in agile (scrum) methodology
• Experience with working in project environments for large organisations, including working on multiple projects simultaneously and balancing delivery aspects across projects
• Experience in working in the Digital environment i.e. testing and test automation for mobile, and web-based applications
• Experience in the financial or short-term insurance industry advantageous

Skills

• Strong analytical, problem solving and decision-making skills 
• Attention to detail
• Customer service orientation and collaborative interpersonal style
• Effective communication skills, both written and verbal
• Ability to remain calm and focused under pressure and effectively deal with conflict situations
• Ability to manage own workload and timelines
• Ability to be organized while working in a complex, fast-paced and dynamic environment
• Ability to work independently and collaboratively
• Ability to take ownership, lead and initiate action and drive actions to completion
• Planning and organizing
• Negotiating and influencing

Knowledge

• Test automation tools and techniques
• Testing methodologies and tools 
• Automation Test Planning & Framework identification and implementation.
• Quality control and quality assurance concepts across the SDLC 
• Understand test metrics and how they are used for decision support

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What will you do?
The purpose of this position is to provide support to the relationship management function. The successful incumbent will be responsible for delivering quality service to customers, who could be either internal or external to Santam (including intermediaries, customers, partners and suppliers).

The successful incumbent will also provide support to address customer needs, concerns and issues.

What will make you successful in this role?:

• Provide customer service to customers requiring special attention
• Serve as first line of contact for customer queries
• Communicate with stakeholders to provide information, feedback and follow through on customer queries and/or instructions to team
• Address unusual and non-standard customer issues
• Task-related decision making within set policies and procedures
• Schedule appointments on request
• Manage e-mails via proxy
• Assist with logistics and events and broker forum management
• Provide reception services
• Direct intermediaries to deal with correct channels
• Monthly management cost analysis – variance reporting
• Compile intermediary training lists and facilitates ad hoc requests

QUALIFICATIONS AND EXPERIENCE

• Grade 12
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines)
• RE 1
• Commercial Lines and Personal Lines Contact Centre experience will be advantageous

Core Competencies:

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently
• Qualification and Experience
• Degree or Diploma or Grade 12 with 3 to 5 years related experience.

Knowledge and Skills:

• Team Support
• Administration
• Quality, compliance and accreditation