Claims Experience Coordinator (JG8) at Santam Insurance

WHAT WILL YOU DO?
The purpose of the role is:

• To Listen – in real-time to the heartbeat of our business
• To Act – To make things right that have gone wrong & elevate things that have gone right.
• To Respond – to make informed decisions about our business in the interests of our Stakeholders based on real time data.
• This role will help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The role will visualize the gap between customer expectations and their actual experience with us. This will help us connect and engage with clients at every touchpoint in the customer journey and programmatically improve their experience with Santam. 

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Drive a comprehensive Voices of the Experiences strategy, including ownership of VOX Tools survey platform.
• Drives strategies and execution of plans to advance customer advocacy across channels
• Develop standard process for measuring insights across journeys steps and customer success
• Shares the Voice of the Customer (VOC) - including the needs of current and future customers, to executive leadership within the organization
• Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools, including NPS, CSat and ESat.
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat, ESat) surveys and other feedback sources.
• Enable the Voices of the Experiences (VoX) closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results in collaboration with the Support/Operations Innovations Team.
• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications.

QUALIFICATIONS AND EXPERIENCE

•    Matric/Grade12
•    Bachelor’s degree, preferably in marketing, economics, or a research/business related field.
•    3-5 years of progressive responsibility for Voice of the Customer program methodologies.
•    3+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners.
•    A minimum of three years’ experience working with exceptionally large data sets is required.
•    Sound claims management experience in the short-term insurance industry.
•    Knowledge of motor and non - motor claims processes.
•    Short-Term insurance product and process knowledge.
•    Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis is required.
•    Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
•    Experience in using reporting tools including Microsoft Powerbait and PowerPoint. 
•    Experience in setting up and running surveys on platforms such Microsoft D365.
•    Experience applying statistical techniques and working knowledge of statistics concepts.
•    Shown experience delivering customer insights that drive key performance metrics.

KNOWLEDGE AND SKILLS

•    Knowledge of claims processes.
•    Insurance product and process knowledge
•    Advanced MS Excel / PowerPoint experience
•    High competency in surveying principals and methodologies
•    Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision.
•    Must have excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management.
•    Strong critical thinking, influencing, and relationship management skill.
•    Strong project management and change management skill.
•    Ability to work in partnership with senior partners.
•    Have great attention to detail.
•    Strong conflict management skill
•    Excellent interpersonal skill
•    Problem solving skill.

PERSONAL ATTRIBUTES

•    Driving Strategy
•    Commercial Orientation
•    Client Focus
•    Decision Making
•    Enabling Innovation
•    Change Leadership
•    Continuous Learning
•    Talent-Focused Leadership
•    Talent Enablement
•    Emotional Intelligence