Customer Service Solutions Specialist at FNB South Africa

Job Description
Hello Future Customer Service Solutions Specialist

• Welcome to FNB, 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 team in FNB HSL you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

• CVM Governance and Process Enhancement: Implement & Map governance processes and drive enhancements to streamline workflows, focusing on automation and effective records management.
• Channel Performance Optimization: Assist with channel tracking and performance metrics to evaluate effectiveness and identify growth opportunities.
• Develop comprehensive waterfall reporting and dashboards that encapsulate team performance models, ensuring clarity in data interpretation.
• Engage in proactive channel planning that incorporates data modeling for personalization, contextual campaigning, and strategies for new customer acquisition and retention.
• Collaborate closely with analytics and business intelligence teams to enhance decision-making capabilities.
• Behavioral Insights and Triggers: Analyze and leverage key triggers and customer behaviors, including digital touchpoints like Google banners and contextual advertisements, to optimize engagement and conversion.
• Customer Journey Improvement: Conduct insights- assist with customer journey mapping to identify white spaces and opportunities for enhancements.
• Facilitate improvements in navigation and offers, enhancing overall customer experience.
• Data Administration and Integrity: Manage campaign priorities, tracking, and reporting models to ensure data integrity and reliability.
• Lead forums and discussions to foster collaboration and innovation within the CVM framework.
• Assist with campaign Testing, analyze and report insights related to campaign effectiveness and customer response.
• Develop and manage internal and external communications, including newsletters and updates that keep stakeholders informed about channel initiatives and campaign outcomes.
• Engage in campaign automation, consulting, and ongoing assistance to ensure alignment with strategic goals.
• Analyze and prioritize campaign efforts on tracking platforms to maximize impact and effectiveness.
• Manage group-level campaigns, including pricing changes and staff initiatives, ensuring cohesive strategies across the organization.

You will be an ideal candidate if you:

Qualifications:

• Bachelor’s degree in Business Process Engineering, Business Management, or a related field.

Experience:

• At least 3 to 5 years work experience
• Proven expertise in records management, process mapping, and reporting.
• Familiarity with tools such as Power BI, SAS, Process mapping, the Microsoft Office Suite, and Excel; is a plus.

Key Skills:

• Proficiency in creating engaging PowerPoint presentations and delivering them effectively.
• Demonstrated resourcefulness and accountability, with the ability to manage work requests and define next steps independently.
• Strong ability to thrive under pressure and meet tight deadlines in a fast-paced environment.
• Excellent written communication skills.
• Strong verbal communication skills, capable of delivering compelling demonstrations that engage and inspire audiences.