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  • Posted: Jul 23, 2025
    Deadline: Not specified
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  • Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. Santam is a subsidiary of Sanlam Limited and has been listed ...
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    Customer Insights Specialist

    What will make you successful in this role?

    • Drive a comprehensive Customer Insights like Voices of the Experiences, Journey Mapping strategy, including ownership of Tools used
    • Drives strategies and execution of plans to advance customer advocacy across channels
    • Develop standard process for measuring insights across journeys steps and customer success
    • Shares the Voices of the Experience (Customer, Employees, Broker and Suppliers) - including the needs of current and future customers, to executive leadership within the organisation
    • Merging all insights across the business and using them to provide the business with comprehensive insights across all functionalities.
    • Develop and deepen an understanding of VOX, journey mapping and insights, products, and offerings to ensure the effective delivery of insights
    • Develop and leverage partnerships, both internal and external and uses networks to maximise and meet business goals
    • Driving the development of customer insights to make positive changes that will positively affect the customer experience across channels
    • Prepare reporting and presentation for different levels of management sharing insights and recommendations on changes to potentially improve product and services.
    • Share VoX results to leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
    • Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organised customer communications
    • Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
    • Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc including ownership of VOX and JM Tools survey and mapping platforms
    • Drives strategies and execution of plans to advance customer advocacy across channels
    • Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
    • Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
    • Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
    • Conduct research within internal teams or with external partners to understand the customer and partner journey
    • Make recommendations for operational improvements by analysing quality performance
    • Collaborate across Santam Group business units to develop the ‘What good looks like’ models

    Qualification

    • Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
    • Net Promoter Certification is advantageous

    Knowledge and Experience

    • 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
    • 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
    • Proven experience implementing new customer experience processes and standards
    • Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
    • Familiarity with CRM and D365 Customer insights model
    • Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
    • Demonstrated passion for Customer Experience and acting as an advocate for customers
    • Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
    • Experience applying statistical techniques and working knowledge of statistics concepts.
    • Experience designing and developing Tableau reports
    • Shown experience delivering customer insights that drive key performance metrics
    • Experience in impact modelling, regression analysis, cluster/factor analysis

    Skills

    • Strong critical thinking, influencing, and relationship management skills
    • Have excellent written and communication skills
    • Able to work, prioritise and lead multiple initiatives simultaneously with minimal supervision
    • Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
    • Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
    • Comfortable working through large data sets of information and aligning data across systems and sources
    • Strong project management and change management skills
    • Advanced MS Excel / PowerPoint experience
    • High competency in surveying principals and methodologies
    • Customer centric
    • Excellent negotiation skills
    • Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
    • High confidence, self-driven individual who can remain calm and focused under pressure
    • Facilitation of workshops, decision-making and actions to enable teams to agree next steps
    • Ability to effectively deal with conflict situations
    • Ability to be organised while working in a complex, fast-paced and dynamic environment

    Core Competencies

    • Cultivates innovation - Contributing through others
    • Customer focus - Contributing through others
    • Drives results - Contributing through others
    • Collaborates - Contributing through others
    • Being resilient - Contributing through others

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Santam Insurance on careers.sanlamcloud.co.za to apply

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