Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Job Purpose
- Lead the management of the user experience design capability of Telesure, innovating processes, developing resources and ensuring that the capability remains in a market-leading position. Integrate customer-centric research and design practices into product and systems design across multiple interdependent projects.
Responsibilities
Customer Experiences Implementation
- Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
Design and Conceptualization
- Produce multiple concepts and prototypes to design digital products/services.
Digital Strategy/Transformational Projects Execution
- Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation.
Customer Experience Mapping
- Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer Experience Strategy
- Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.
Customer Needs/Experience Research
- Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Stakeholder Management
- Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
Product/Service Development
- Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
Leadership and Direction
- Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Experiences Implementation
- Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
Design and Conceptualization
- Produce multiple concepts and prototypes to design digital products/services.
Digital Strategy/Transformational Projects Execution
- Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation.
Customer Experience Mapping
- Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer Experience Strategy
- Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.
Customer Needs/Experience Research
- Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Stakeholder Management
- Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
Product/Service Development
- Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
Leadership and Direction
- Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
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