Customer Experience Specialist at WesBank

Job Description
Hello Future Customer Experience Specialist

• Welcome to WesBank, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
• As part of our talent team in WB Ecosystems the Customer Experience Specialist role is 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.

Are you someone who can:

• Lead projects at all stages in the CX ideation / Discovery, design and implementation in relation to BDLC
• Design for successful customer outcomes
• Reframe the way we think about customers looking at current and future moments of truth
• Creating SCOC's, customer journeys etc
• Influencing an overall CX strategy to solve business problems and meet triple crown
• Design processes and standards that align with both business objectives and customer needs
• Pioneer problem solving, efficiencies & future thinking
• Successful implementation of new processes, technologies, or services that significantly enhance the customer journey
• Effective collaboration across departments to develop and execute innovative CX solutions
• Drive assessments to Improve the maturity scale of CX regarding the dimensions, so CX is fully integrated into the business strategy, with clear alignment between CX objectives and business goals.
• Scale CX across WesBank so there is a customer-first mindset embedded across all levels of the organization, influencing decision-making processes

You will be an ideal candidate if you:

• Minimum Qualification - Matric certificate or equivalent qualification.
• Preferred Qualification – A Diploma / Degree in business, marketing, communications, or a related field is often preferred. 
• Experience – 2- 5 Years experience within the role with key understanding of formulate/document the customer journey experience
• Additional Requirements: A Key understanding Internal policy and process understanding, Strategic thinking, Stakeholder management, Change management

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate

We can be a match if you are:

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment