Senior Specialist: Customer Experience Design at Liberty Group South Africa

Purpose

To provide specialist advice and support in area of specialisation and in the development and implementation of customer and FA experience design planning and associated service delivery processes, methods and techniques

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

• Consult in area of expertise to provide specialist input into the development and amendment of policies, processes and procedures.
• Develop own knowledge and experience to assist in the development of work solutions and offerings that aims to improve service and quality.
• Provide advice and support to find solutions to difficult customer complaints in order to achieve and maintain set customer service excellence standards.
• Build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction.
• Deliver results against four key pillars: customer experience, sales targets and teams, staff engagement and product innovation.
• Develop customer and FA value propositions collaboratively by CAE, Retail Solutions and Insurance Operations.
• Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
• Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.
• Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.

Technical Competencies

• Customer Understanding (Intermediate)
• Service Delivery (Intermediate)
• Query resolution (Intermediate)
• Customer Liaison (Intermediate)
• Research and Information Gathering (Intermediate)
• Customer Advice (Technical) (Intermediate)
• Customer Relationship Management (Intermediate)