Customer Experience Specialist - CLI at Absa South Africa

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

• Customer Experience: Take responsibility for the development of the strategy for Customer Experience across the total consumer database with the aim of improving the service and product features available to our customers. Initiate and implement the customer life-cycle concept and roadmap to enable the business to deliver a “best in class” customer experience to our chosen markets 
• Business Drive: Ensure the business drives a holistic sales approach to customers in line with the brand strategy and customer experience business intelligence within the business. 
• Performance Improvement & Innovation: Initiate and implement customer experience standards for the business’s touchpoints, and ensure the application of these standards by providing the required leadership and support for monitoring and implementation of initiatives. Facilitate product / process enhancement initiatives with staff & involve them in producing solutions/improvements/action plans to enhance customer services experiences. 
• Developing Capability & Team Management: Provide leadership to the direct and indirect teams at the various touch-points to drive appropriate behaviour and a Values based business culture. Be a visible advocate of the customer experience drive for the business by role modelling behaviours and though models relevant to the customer experience. 

Education

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