Client Experience Specialist at Eskom Pension and Provident Fund

Description

Member segmentation and enhance the member experience:

• Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and EPPF brand values.
• Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements.
• Collect, track, and analyse member feedback, track service levels and performance data and liaise with internal teams to identify opportunities for improvement and ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged.
• Raise red flags wherever the business processes need correction to ensure the member has a seamless experience with the Fund.
• Ensure omni-channels are designed and in place to ensure easy interaction between members, clients and the Fund., collaborating with the IT and Communications teams to ensure a seamless experience with the websites, self-service apps, consultants and call centre.
• Identify emerging member needs and trends, taking proactive steps to maintain positive experiences and design and formulate new member offerings in line with emerging needs and trends.
• Keep informed of industry trends and new CRM technologies.

Track member experience and market data to gain insight, and ensure quality control and continually improve processes:

• Drive and execute on the operational aspects of member feedback (NPS survey, Contact Centre feedback, Dashboards) report development and the closed loop process.
• Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
• Responding to member/client queries and complaints in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyse member/client feedback on services and offerings to identify new opportunities.
• With the assistance of the Data team, produce client and member dashboards providing insight into service levels and client/member needs product ranges and new releases, as well as preparing reports.
• Document and enhance member experience processes and procedures, ensuring those servicing members are adequately trained, informed, and have the tools to do their jobs.
• Timeously resolve all escalated complaints ensuring these are closed against quality control measures. 
• Showcase your analytical skills across customer verbatims, scores and feedback, identifying key trends and
• outliers and reporting on progress.

Stakeholder management:

• Deliver effective partnership plans with internal stakeholders to drive action and change based on your analysis and monthly insight reporting.
• Engage with all members and key stakeholders to understand their requirements and recommend processes and solutions to meet their needs and achieve EPPF objectives.
• Build credibility, sustainability, and trust through delivering required results within set timelines and standards.
• Pro-actively develop and maintain a wide range of external contacts to obtain/exchange information, identify trends and stay abreast of best practices, taking appropriate actions to enhance competitive advantage.

Requirements

TECHNICAL COMPETENCY REQUIREMENTS:

• Adept with collecting and analysing customer data
• Customer Behaviour – Working Knowledge of Client Value Proposition elements.
• Customer Experience practices – Knowledge of the customer experience practices and innovations used by industries worldwide.
• Presentation and Facilitations skills
• Strong Project management skills
• Excellent communication skills
• Exceptional analytical abilities
• Proficient in MS office (Excel) and related packages as well as CX and CRM software
• Research ability.

REQUIRED MINIMUM EDUCATION/TRAINING:

• Bachelor's Degree in marketing, business management, or in a related field preferred. CCXP, ACXM or other Customer Experience certification [Highly preferred].

REQUIRED MINIMUM WORK EXPERIENCE:

• At least 4 years’ working experience in a CX role in a financial services environment.  Pension fund experience advantageous.