Customer Engagement and Experience Specialist at Absa Group Limited (Absa)

Job Summary

• To provide advice and support in practice formulation and associated best practice improvement tactics; enabling the provision of specialist customer experience expertise.

Job Description

Root cause and insights analysis strategy:

• Identify and prioritise customer experience breakdown points based on customer expectations, breakdown severity and business impact, using customer measurement feedback.
• Perform detailed analytics in order to identify root cause problems impacting customer experience delivery.

Customer Experience Planning:

• Assist in delivering projects which lead to the creation of an industry leading customer experience which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Absa product set.
• Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client.

Relationship Building & Team Working:

• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice.
• Manage 3rd party agencies for the delivery of testing, UX and Design work according to agreed quality standards and timeframe 

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)