Executive in the CEO Office: Customer Experience at Rand Mutual - RMA

THE JOB AT A GLANCE

• Reporting to the Group CEO, the Executive: Customer Experience will be responsible for driving, enabling, and monitoring the execution of the Group customer experience strategy through effective collaboration with the executive team.

WHAT WILL YOU DO?
Strategy Enablement and Execution

• Work closely with executives to enable the customer experience strategy execution through one-on-one sessions.
• Preparation of frameworks and fill in gaps where required.
• Implement a revised operating model throughout the organisation that will support the roll out of the customer strategy.
• Provide expert advice and consulting to the CEO from both an insurance and legal perspective, through the sound understanding of the organisation’s context and customer experience strategy, unpacking key challenges and/or opportunities, options and choices and potential implications (both positive and negative)
• Manage and drive key projects and initiatives that are critical to the customer experience strategy execution by ensuring that these are executed as per plan and have the desired outcome.
• Provide support on the customer experience strategy execution, monitoring and reporting for shareholder and investor categories.

Effective Reporting                                                                                                           

• Coordinate the reporting function from the CEO’s Office ensuring that the correct information is presented in the right way at the right level.
• Coordinate and ensure the development of a fit for purpose dashboard.

 Key Stakeholder Engagement

• Attend and participate in Group and Divisional Excos
• Participate in key meetings related to strategic initiatives, in order to keep updated on any relevant developments or risks.
• Provide continuous feedback to the CEO and highlight any areas that require his/her direct intervention.
• Support the CEO, and strategic function in any relevant matters, in order to drive the function’s agenda and achieve strategic objectives for the organisation

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Degree in Corporate and Insurance law or related
• Master’s Degree (preferred)
• Qualification or Certificate in strategic management
• 10 years’ experience in a corporate environment
• Business Acumen and an understanding of the organisation and industry
• Firm understanding of the strategy of the group
• The ability to engage with and provide insights and guidance to executives
• Report drafting and preparation skills