Customer Experience Specialist at Discovery Limited

Key Purpose
The Primary Function of the Customer Experience Specialist role is to manage the full customer life-cycle experience ensuring clients and brokers receive high quality, personalized service at all times. Developing frameworks, guidelines, tools and processes to track, oversee and organize customer interactions and experience across the business. Every client and broker interaction needs to be a dazzling one.

Areas of responsibility may include but are not limited to

• Implements the Customer Experience Strategy and standards for all environments and applications, whilst ensuring they aligned to the business and client needs.
• Provide customer insights through understanding the journey and process
• Partner with respective business heads proving recommendations and suggestions on processes and improvements and improved customer journeys. Based on experience review and complaints analysis.
• Champion change and lead prioritised service delivery improvements,
• Establish ambassadors in the business and support existing client experience functions in the business
• Provide ongoing research and analysis of markets, competitors, and customer trends to ensure the best company’s Customer Experience Strategy is world class.
   

Skills

• Customer centric view ; process design; reporting
• Lean Six Sigma
• Journey Mapping/process design
• Previous experience in client facing environment at Management level
• Strategic, can look at a problem through multiple “lenses” and come up with concepts that meets the needs of each
• Sound understanding of World-class customer experiences
• Relationship and people management skills
• Excellent communication skills, written and verbal
• Leading with Influence
• Execution
• Collaboration

Education and Experience

• Matric (Essential)
• Diploma or a relevant field aligned to the role
   

Minimum Experience

• 3-4 years’ experience in the related field
• 3-4 years’ experience in Customer Journey mapping/process design