Customer Experience Expert at WesBank

Job description

Role Purpose:

The Customer Experience Expert focuses on identifying and optimising the key Customer Relationship Management drivers across the business in order to create value for customers and business. The role supports and coordinates the management and delivery of various customer experience improvement strategies, projects and activities. The incumbent focuses on generating initiatives through insight and ongoing measurement in order to optimise Customer life cycles. Further to this the role looks to evolve and improves the Customer experience for all WesBank Customers whilst achieving operational efficiencies, improved post acquisition sales and ultimately support all retention strategies

Responsibilties:

• Contributes to cost efficiencies
• Participates in planned activities that are appropriate for own development
• Promotes teamwork amongst peers and team members
• Ensures continuous process improvement to enable effective operational processes
• Ensures proper business requirement analysis
• Shares and disseminates relevant customer information and insights
• Provides and applies specialist knowledge and advice
• Creates solutions to meet customer demands
• Builds and maintains operational relationships to ensure overall efficiencies

Qualifications and Experience

• Qualification -Certificate / Diploma in Business Administration, Business Process Management or Customer Relationship Management
• Preferred Qualification - B Comm Degree
• 3 -5 years' experience in CVM (Customer Value Management) or CRM (Customer Relationship Management)
• Worked with large data sets and are you able to draw insights from large data sets and provide recommendations