Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise the possibilities on our continent and beyond.
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The Everyday Banking Customer Experience team is looking for a talented and experienced Customer Experience Manager to join the team. This exciting position will give you the opportunity to shape client experience across all client touch points. The primary mandate of this role is to understand the customer needs/ expectations and to develop and implement strategies that support the business objectives. The role interacts with a broad range of stakeholders across the organisation in order to drive superior customer experience.
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.
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.
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.
Bring CX-first mindset & capabilities: serve as a customer expert, through deep understanding and capability across core CX tools, such as Voice of Customer surveys, customer observations, behavioral and sentiment data analyses
Demonstrate ability to draw customer insights from multiple tools/sources.
Prepare reports on the customer experience monthly looking at trends and customer engagements
Minimum requirements:
3+ years’ working experience as a CX Specialist/Manager
Experience in an environment requiring business acumen will be strongly advantageous
Undergraduate degree in a Business, Marketing or related field (equivalent to an NQF level 7)
Expertise in customer-centric principles
Customer insights generation, translation and transformation into tangible experience designs
Outstanding knowledge of journey mapping methodology
Capture and understand user and business requirements
Design thinking capability
Fluency in generating numerous potential concepts through ideation
Good English grammar
Strong business and technical acumen
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
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