Customer Journey Mapping Specialist at Santam Insurance

Who are we?

• Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. 

What will you do?

• The Journey Mapping Specialist will be responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments across touchpoints. .

Key Responsibilities:

• Manage the overarching Customer Engagement map that depicts the ideal end-to-end customer experience journeys across multiple touchpoints and take into consideration insights from design sessions, customer research, business processes and changes to business models
• Link experiences to financial outcomes, using business, behavioral, and experience metrics to influence across the company. 
• Define and shape the customer experience strategy across all products, platforms and systems.
• Development of high-level capability roadmaps 
• Set the vision and priorities for the journey Insights team, develop capabilities and repeatable processes, and ensure team delivers against commitments and priorities
• Prioritize the most critical gaps in providing an enjoyable customer experience; lead the development of a roadmap to address root-causes and redesign journeys. Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments.
• Guide the team in collecting, unifying, and connecting experience and behavioural data across Santam Group’
• Develop insights through advanced analytics to answer key business questions and support product and feature prioritization and optimization
• Work in partnership with relevant SMEs; leverage strong process design methodologies such as design thinking and customer experience redesign methodology to create the right end to end solutions for customers
• Build and administer a governance process for the Engagement Map that provides for ongoing submission of possible changes and proper approvals.
• Develop standard process for measuring journey steps and customer success
• Place individuals in roles and assignments that stretch their capabilities and empower personal and career development.
• Establish and execute disciplined approach to manage end-to-end customer experiences across priority journeys leveraging agile methodologies and ensuring cross-functional and channel stakeholder
• Leverage a strong understanding of consumer trends, technology trends, competitive experiences and best-in-class experiences to help shape the outcomes of the Design Sessions and future iterations of the Engagement Map.
• Partner with technology teams to execute prioritized improvement opportunities that can be leveraged in-store thus bringing to life a true omnichannel experience.
• Partner with analytics teams to measure improvements for each experience

What will make you successful in this role?

•     Matric and degree related to commerce, analysis or information systems (e.g. B.Comm, Degree in Marketing, Business Administration, Market Research,                         B.Sc.Computer Science in IT or Informatics) 
•     An MBA would be advantageous
•     8+ years of direct or related experience-focused customer experience (CX) design, journey mapping, analytics, and experience mapping.
•     Must have 3-5+ years customer journey, omnichannel, and digital strategy experience.
•     Customer focused. Prior experience utilizing a customer mind-set to deliver digital capabilities.
•     Experience in Agile delivery, design thinking practice and sprint planning.
•     The ability to identify, source, and analyze data and information from available sources, identify trends, connect the dots and draw conclusions to inform key                     business  decisions across ines of business and functions.
•     Forward-thinking and customer-centered; use design thinking approach to everything you do.
•     A detailed job spec will be shared prior to the commencement of the recruitment process.