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  • Posted: Apr 18, 2025
    Deadline: Not specified
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  • Badger Holdings is a specialised insurance and related services company. Founded in 1995, we currently employ over 700 staff members across South Africa and Australia and insure over 180 000 clients with premiums in excess of US$100 million. Through a unique blend of skills and expertise, Badger Holdings has grown into a formidable force in the insuran...
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    Customer Experience Consultant

    Key Responsibilities

    • Customer Journey Mapping: Analyse and map key journeys (e.g., sales, policy changes, claims, cancellations) to identify friction points and opportunities for improvement.
    • Voice of Customer (VoC) Analysis: Review and combine feedback from NPS, complaints, call recordings, and customer surveys to generate actionable insights.
    • CX Improvement Initiatives: Identify and document at least 5 issues per month that affect customer experience and work with relevant teams to address and close them out. Track recurring issues.
    • Complaints & NPS Reporting: Conduct monthly analysis of NPS detractors and complaints data, identifying trends and proposing improvements. Provide commentary on changes month-on-month.
    • Customer Communication & Scripting: Audit and refine all customer-facing scripts, documents, and communications to ensure clarity, empathy, compliance, and alignment with TCF principles.
    • TCF & Audit Participation: Conduct regular TCF audits (minimum 5 per month) and report findings to the TCF committee, highlighting severity and business impact.
    • Cross-Functional Collaboration: Work closely with Products, Sales, Service, Marketing, Claims, Softsure, and Legal teams to advocate for customer-centric changes and ensure alignment with CX goals.
    • Documentation & Compliance: Support the review and improvement of SOPs, onboarding processes, and policy documentation to ensure regulatory compliance and customer clarity.

    Day-to-Day Activities

    • Reviewing customer feedback and complaint reports.
    • Meeting with internal teams to discuss process or communication improvements.
    • Mapping specific customer journeys using visual tools or templates.
    • Drafting or updating customer-facing scripts and documents.
    • Preparing and presenting NPS and TCF audit findings.
    • Logging and tracking monthly issues and their resolution statuses.
    • Participating in product or operational workshops to inject customer perspectives.

    Ideal Candidate

    We’re looking for someone who:

    • Thinks like a customer, acts like a problem-solver.
    • Is a natural collaborator and strong communicator.
    • Can analyse data and translate it into meaningful actions.
    • Cares deeply about fairness, clarity, and consistency.
    • Thrives in a fast-paced, cross-functional environment.
    • Is proactive, emotionally intelligent, and detail-oriented.

    Requirements

    Qualifications & Experience

    Required:

    • 3-Year Qualification in Industrial Psychology/ Psychology/Law/Marketing, or a related.
    • Strong communication and interpersonal skills.
    • Experience in analysing feedback (NPS/complaints) and journey mapping.
    • High level of emotional intelligence and customer orientation.

    Advantageous:

    • Formal CX-related certification.
    • Experience in insurance, financial services, or other regulated environments.
    • Exposure to TCF, scripting, and customer communication standards.
    • Familiarity with AI or digital journey analysis tools.
    • 3-5 years’ experience in related field.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Badger Holdings (Pty) Ltd on badgerholdings.mcidirecthire.com to apply

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