Client Experience Analyst at Nedbank

Job Purpose

• Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touch points and channels and translating it into

• actionable activities. Ensures stakeholders understand how to interpret and apply data

Job Responsibilities

• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.

• Stay abreast of developments in field of expertise, ensuring personal and professional growth.

• Understand and embrace the Nedbank vision and values, leading by example.

• Identify opportunities to improve or enhance processes.

• Add value to Nedbank by supporting the implementation of new processes, policies and systems.

• Contribute to the achievement of team goals.

• Ensure knowledge management, continuity and team success through constructive participation in a diverse team and by sharing knowledge with team.

• Ensure team success.

• Plan and monitor business analysis.

• Ensure business analysis activities, communication approach, requirements management and analysis performance.

• Turn data into information to drive action

• Prepare and support dashboard reports containing VOC and operational metrics that are relevant to specific business units.

• Conduct and document requirements elicitation through brainstorming, prototyping, etc Ensure work is completed to plan.

• Analyze and document enterprise.

• Define the business needs.

• Assess and validate solution, requirements and organizational readiness.

• Define assumptions and constraints, specify, model, organize, priorities, verify and validate requirements.

• Conduct requirements management and communication.

• Report progress on tasks and deliverables assigned through regular feedback sessions.

• Deliver requirements outputs on time.

• Understand stakeholder needs. Participate in stakeholder identification, management and analysis.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Essential Qualifications

Preferred Qualification

Relevant qualification in Business Analysis from one of the IIBA™ Endorsed Education Providers contributing towards future certification (advantageous).

Minimum Experience Level

1 - 3 years working experience (business or IT)

Additional Requirements

• Presents and explains customer data to internal stakeholders

• Project management and prioritization

• Cross-functional collaboration

• Ability to use advance excel/R and relevant tools to analyze data and create visuals

• Use stories to compellingly and effectively present customer feedback to stakeholders

• Well-developed ability to solve data related problems

• Growth + Client experience + Curious Mindset

• Patience & Perseverance

• Self-awareness

• Client Experience

• work with Qualtrics

• power BI

• putting date togather

• working with complaints data

• Heat Map

Type of Exposure

• Built and managed stakeholder relationships

• Completed Reports and Achieved Budgets

• Designed Workforce Planning Solutions

• Developed and Implemented Communications Strategy

• Manage internal process

• Managed Relationships

• Managed Self

• Supported Transformation, Change and continued Improvement

Technical / Professional Knowledge

• Business principles

• Data analysis

• Relevant regulatory knowledge

• Business writing skills

• Project Management

• Relevant Governance controls and regulatory knowledge

• Information Technology concepts

• Usability and GUI techniques

• Problem solving skills

• Modelling (ARIS /UML)

• End -to End Innovation Lifecycle Method

• BA Body Of Knowledge

• Functions specific policies procedures and systems knowledge

• Business Analysis Descipline , Techniques and Practices

Behavioural Competencies

• Applied Learning

• Communication

• Decision Making

• Influencing

• Resolving Conflict

• Building partnerships

• Quality Orientation