Who we are
Established in 1940, we are a national development finance institution set up to promote economic growth and industrial development. We are owned by the South African government under the supervision of the Economic Development Department.
Our vision
We aim to be the primary source of commercially sustainable industrial development and innovation...
Read more about this company
Minimum qualification: relevant commercial or technical Degree or equivalent qualification.
Experience:
5-8 years relevant experience
Experience working in project execution environment with tight deadlines.
Can independently structure, analyse and synthesise data and findings with minimum coaching
Knowledge of process mapping, client journey mapping and process governance
Roles and Responsibilities
Analyzing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience.
Recommending strategies to improve client interactions across multiple touch points and channels based on insights gained from analysis.
Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives.
Map process to identify waste and optimization opportunities to optimize client experienc
Identify business metrics that can assist with deeper optimized insight into business processes and controls
Apply a problem-solving mindset and coach team managers to improve results, identify root causes and identify solutions for implementation.
Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history.
Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly.
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