Customer Experience Specialist at FNB South Africa

Job Description

• To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.
• Perform research analysis to be able to provide relevant, accurate and timely information for informed decision making to enhance the customer experience.
• Manages risks in own area of responsibility.
• Develop, encourage and nurture collaborative relationships across area of specialisation.
• Participate in planned activities that are appropriate for own development.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
• Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
• Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.
• Control expenditure and identify process improvements to contain and reduce costs.
• Compile reports that track progress and guide business to make informed decisions.
• Ensure that business has a smooth, unfragmented and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.

Requirements:

• Relevant tertiary 
• 3-5 years' experience in a CX role