Customer Insights Specialist at Santam Insurance

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