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.

Minimum Experience Level

• 1-3 years working experience as a Client Experience Analyst/Similar role within the Banking/Financial Services Industry?
• Experience working with Qualtrics?
• Essential Qualifications - NQF Level
• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

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

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