Specialist: Experience Monitoring at Liberty Group South Africa

Purpose

To advise on and implement experience monitoring tools based on stakeholder insights to make it easy and convenient for customers to do business with Liberty.

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

• Use the insights gained through business information reports to measure success and realign tactical strategy implementation objectives appropriately.
• Develop own knowledge and experience to assist in the development of work solutions and offerings that aims to improve service and quality.
• Advise on and contribute to development and implementation of improvements to process and service delivery for continued improvement.
• Develop and report on appropriate customer and adviser experience monitoring metrics.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.

Required technical competencies

• Customer Understanding (Proficient)
• Research and Information Gathering (Basic)
• Reporting and Interpretation (Basic)
• Digital product ownership (Intermediate)
• Customer Advice (Technical) (Basic)
• Product Development (Intermediate)
• Insurance products and services (Intermediate)
• Customer Relationship Management (Basic)