CEM Consultant at Telesure Investment Holdings (TIH)

JOB PURPOSE

Support managers in specific brands to manage their 0-6 rating received from surveys sent to customers. Responsible to analyze customer feedback, look for trends, report back to business with ideas to drive down 0-6 rating scores and investigate the customer journey to identify gaps in processes. Required to take ownership of the Genex platform, ensure business contacts customers and try and fix the relationship between customer and brand.

RESPONSIBILITIES

Customer Needs/Data Exploration

• Work independently to collate and analyze 0-6 customer ratings using Genex and to identify trends and failure hotspots in order to drive change in business.

Change Agent

• Provide adhoc support to teams to facilitate customer experience enhancements, identified through data analysis. Log and track changes and closing the loop on the customer initiatives and their impact on scores.

Client & Customer Management (External)

• Provide team leads with failure hotspots to improve behavior, processes and systems that impact on customer relationships.

Data Management

• Help others get the most out of data management systems by providing support and advice.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team leads;allocate work and review quality upon completion.

Stakeholder Engagement

• Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and drafting supporting materials to promote understanding and commitment.

Continuous Improvement

• Contribute to reviewing existing operations and work with managers and team leads to generate new ideas to assist in identifying continuous improvements.

Requirements

• Grade 12/ SAQA Accredited Equivalent (Essential)

EXPERIENCE

• 2 - 5 years of proven business analysis or related experience (Essential)
• Knowledge of the short term insurance industry (Advantageous)
• Knowledge of more than 1 business functional area (Advantageous)