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  • Posted: Jun 23, 2021
    Deadline: Not specified
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    Momentum Metropolitan was formed from the merger of Metropolitan and Momentum, sizeable insurance-based financial services companies in South Africa and listed on the Johannesburg Stock Exchange on 1 December 2010.

    With a market capitalisation of R28.4 billion and an embedded value of R41.2 billion as at 30 June 2019, Momentum Metropolitan remai...
    Read more about this company

     

    Client Experience Lead

    About the job
    Introduction

    Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.


    Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho.

    Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

    www.metropolitan.co.za


    Role purpose

    Lead the design of innovative, insights-led client experience design, in support of Metropolitan’s client value proposition.


    Requirements

    • Bachelors degree in Business, Marketing or a related discipline, Hons degree advantageous
    • 5+ years experience in delivering innovative and client-centric client experience design
    • 7+ years working experience in financial services, retail, or a related consumer-facing industry
    • Experience in applying Design Thinking methods and Design Sprints towards problem definition and/or creative problem-solving
    • Demonstrable experience in lateral thinking for application in a business context

    Competencies required

    • Innovation mindset
    • Creative problem-solving
    • Novel and adaptive thinking
    • Experimentation mindset
    • Curiosity
    • Client focus
    • Emotional intelligence
    • Business Acumen
    • Client/ Stakeholder Commitment
    • Drive for Results
    • Effective collaboration, including virtual collaboration
    • Embracing diversity

    Responsibilities And Work Outputs

    • Design and maintain an appropriate client experience framework in alignment to the Metropolitan client value proposition, addressing objectives, metrics, principles, methods and approaches
    • Work closely with internal and external client insights professionals to understand client insights, interpret client needs and identify actionable insights from a client experience point of view
    • Translate client needs into client solutions using creative problem-solving
    • Apply Design Thinking Methods and/or rapid prototyping approaches such as Design Sprints to facilitate creative problem solving through an iterative, fast-paced way of work
    • Design innovative client experiences in alignment to the Metropolitan client value proposition using market analysis and client feedback, and considering technical constraints or opportunities and relevant client legislation (such as treating clients fairly)
    • Collaborate closely with stakeholders across all business functions to improve client experience across channels, products and touchpoints
    • Collaborate closely with business architects, IT practitioners and functional experts to ensure that client experience designs are practically achievable
    • Provide client experience thought leadership within the broader Metropolitan, build effective professional relationships across the business and establish credibility with all stakeholders
    • Work closely with the business and create formal networks with key decision-makers to ensure that the client experience remains a priority
    • Present client experience design to business stakeholders for review and feedback
    • Collect, maintain and present data on the ideal client experience based on industry best practices and best-in-class benchmark standards
    • Continuously measure, track and improve client experience outcomes
    • Stay abreast of the latest developments in the client experience domain, and provide thought leadership in the area of innovation and client experience through the development, sharing and implementation of new ideas
    • Identify opportunities to enhance cost effectiveness, and increase operational efficiency and contribute to the financial planning process within area
    • Take ownership for driving career development

    Method of Application

    Interested and qualified? Go to MMI Holdings on www.linkedin.com to apply

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