Specialist: Client Experience Management at IDC

Job Description

Internal / Operational Processes

• Analysing 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 experience.
• 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.

Customer Focus & Stakeholder Management

• Analysis of behavioral data insights including embedding and establishing New Ways of Works (NWoW) (currently through the Perform Plus tool).
• Analyzing data across the value chain in order to identify blockages, analyzing client data (including survey and complaints) to identify pain points for clients.
• Leading problem-solving huddles to identify implementable solutions and ensuring effective implementation of solutions.
• Working with Continuous Improvement team to ensure effective end-to-end client journey mapping and management, clearly identifying touch points, pain points, opportunities for improvement and driving collaboration for optimal outcomes.

Requirements management

• Ability to gather, document and manage the requirements; ensure that the requirements are clear, consistent, feasible and aligned with the business goals.
• Analyses / document current systems and future solutions, processes, and controls.
• Perform business impact analysis.
• Ability to support business user acceptance testing; development of UAT test cases.
• Need proficiency in using MS Visio (Mapping tool)

Learning, Leadership & People Growth

• Provide strategic leadership and management to maximize effectiveness and drive high performance and delivery.
• Ensure the effective management of the team, including employee motivation and development.
• Protect the interest and wellbeing of employees and establish suitable communication lines with them.
• Provide leadership that fosters a culture consistent with the Corporation’s values.
• Coaching and mentoring team members.

Qualification and Experience

Qualifications

• Minimum qualification: relevant commercial or technical Degree or equivalent qualification.

Selection criteria

• 5-8 years relevant experience.
• Experience working in project execution environment with tight deadlines.
• Can independently structure, analyse and synthesis data and findings with minimum coaching.
• Knowledge of process mapping, client journey mapping and process governance.