Manager: Experience and Journey Monitoring and Improvement at Liberty Group South Africa

Purpose

• To plan, manage and monitor the implementation of experience journey monitoring and improvement activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Key Responsibilities

• Manage the effective implementation of customer service plans and processes, which create an understanding and favourable view of the organisation.
• Manage customer services in alignment with agreed standards to ensure that high service levels are met, maintained and continuously improved.
• Develop customer journeys and design the customer experience framework, standards and policies for all customers across the group.
• Manage customer lifetime value by pro-actively identifying and developing propositions that address customer needs throughout their journey lifecycle(s).
• Manage and ensure effective processes are in place for sending out policy documents, anniversary letters and other event or time triggered correspondence across journeys and processes.
• Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
• Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
• Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.