Customer Experience Analyst (Fraud Solutions) at Absa Group Limited (Absa)

Job Summary

• Provide specialist support in the development of the Customer Strategy for Fraud Solutions.
• Provide specialist support in the development and implementation of initiatives related to Customer Communications, Customer Experience, Customer Service, Customer insights, Voice of the Customer and TCF requirements that drive the Customer Strategy. 
• Work closely with Group Customer Experience teams to ensure customer experience initiatives in the area are aligned to group strategy and practices.
• Analyse and understand fraud incidents to elicit fraud modus and trends, and gather, interpret and use customer research and data to understand customer needs and expectations to guide business and enhance and improve customer experience, processes, and procedures.
• Conduct Customer Experience meetings, and workshops with Absa teams across the Group, including internal and external Customer Education.
• Assist in development and delivery of business process, control, system and functionality improvements, progress and advance the Fraud Customer Journey - either as a standalone project or as part of wider programme of change.
• To provide a service and manage the customer experience by driving resolution of customer complaints and customer unhappiness for Fraud Solutions.
• Transfer knowledge and training the teams, keeping the team updated with current fraud and CX knowledge and trends.

Job Description

Accountability: Solutioning & Advisory 

• Serve as subject matter expert for CX across all fraud channels and assist in delivering projects which lead to the creation of an industry leading customer experience.
• Drive the execution of the Fraud Solutions Customer Strategy in collaboration with Functional support and oversight.
• Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client.
• Critically evaluate fraud modus operandi, customer complaints and Voice of Customer surveys to assess control weaknesses for enhanced service offering and identify opportunities to mitigate negative customer experience.
• Develop and deliver relevant customer awareness and education based on understanding of fraud threats and trends.
• Define and conduct (or partner with others to conduct) appropriate research activities, evaluate findings and formulate insights to guide and advise business on actionable steps to enhance and improve CX
• Develops solutions and redesign processes as well as deliver ongoing customer experience improvements and innovations from various information points to provide Absa with sources of significant differentiation and competitive advantage.
• Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation.
• Work collaboratively in a team and document functional requirements and prioritization from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress.
• Propagate a culture of treating customers fairly (TCF) and adhere to TCF principles.
• Transfer knowledge and training within the broader fraud solutions team around the latest CX and fraud topics and trends.

Accountability: Accountability: Customer Experience Enablement 

• Work with insight teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identification of opportunities to leverage this information through great customer experiences through benchmarking, reviews and surveys.
• Defining, designing and delivering solutions that drives Fraud Solutions Book of Work.
• Understand and help mitigate potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks.
• Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs to close the gaps.
• Provide assistance on the ideal ‘fraud customer experience’ by helping to develop key capabilities that differentiate clients and meet consumer needs.
• Develop solutions that will enable Fraud Solutions team members to provide a sustainable, proficient and professional level of service to customers, additionally enhancing the employee experience.
• Develops solutions to solve repetitive customer failures derived from roots causes and insights that adversely affect customer experience.
• Implement specific service initiatives tailored to the targets agreed for customer service level improvements for the BU (NPS, Customer Satisfaction Index, Complaints, Quality, etc.).
• Develop and deliver the customer communication artefacts to be executed as part of the customer engagement process.
• Continuously review experience measurements to ensure best proactive adoption actions and addressing gaps.

Accountability: Stakeholder Relationship Management 

• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences and effective change that drive customer intimacy and operational effectiveness, leveraging best practice.
• Build comprehensive networks and sound relationships with businesses required across the Fraud value chain including Fraud industry counterparts. influence ways of working.
• Engage with Hub Heads and the Fraud Solutions teams to effectively develop and implement new solutions and deliver on the customer strategy.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.
• Develop and maintain effective relationships with supplier and internal business partners to ensure better support towards Fraud Solutions - strategies, customers, and colleagues.
• Develop and maintain effective relationships with key industry bodies and play an active role in industry related initiatives.
• Build working relationships with the respective internal and external stakeholders and keep them abreast of the fraud trends, root causes, customer experience and service performance.
• Guide and motivate Fraud Solutions Colleagues during business change.

Accountability: Customer Unhappiness Resolution 

• Receive, prioritize and resolve and or support resolution and respond to Complaints obtained through various complaint lines.
• Identify areas where consistent problems occur and provide input into and offer solutions which can be used to minimize or remove the reoccurrence of the specific complaint type.
• Ensure proactive actions are taken to enhance positive customer experience.

Accountability: Risk and Control 

• Ensure that processes, control requirements and risk management frameworks relating to projects is designed and maintained in accordance with the Fraud Solutions governance. Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.
• Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.

Education

• Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)