Job Vacancies at Badger Holdings (Pty) Ltd

Key Responsibilities

• Customer Journey Mapping: Analyse and map key journeys (e.g., sales, policy changes, claims, cancellations) to identify friction points and opportunities for improvement.
• Voice of Customer (VoC) Analysis: Review and combine feedback from NPS, complaints, call recordings, and customer surveys to generate actionable insights.
• CX Improvement Initiatives: Identify and document at least 5 issues per month that affect customer experience and work with relevant teams to address and close them out. Track recurring issues.
• Complaints & NPS Reporting: Conduct monthly analysis of NPS detractors and complaints data, identifying trends and proposing improvements. Provide commentary on changes month-on-month.
• Customer Communication & Scripting: Audit and refine all customer-facing scripts, documents, and communications to ensure clarity, empathy, compliance, and alignment with TCF principles.
• TCF & Audit Participation: Conduct regular TCF audits (minimum 5 per month) and report findings to the TCF committee, highlighting severity and business impact.
• Cross-Functional Collaboration: Work closely with Products, Sales, Service, Marketing, Claims, Softsure, and Legal teams to advocate for customer-centric changes and ensure alignment with CX goals.
• Documentation & Compliance: Support the review and improvement of SOPs, onboarding processes, and policy documentation to ensure regulatory compliance and customer clarity.

Day-to-Day Activities

• Reviewing customer feedback and complaint reports.
• Meeting with internal teams to discuss process or communication improvements.
• Mapping specific customer journeys using visual tools or templates.
• Drafting or updating customer-facing scripts and documents.
• Preparing and presenting NPS and TCF audit findings.
• Logging and tracking monthly issues and their resolution statuses.
• Participating in product or operational workshops to inject customer perspectives.

Ideal Candidate

We’re looking for someone who:

• Thinks like a customer, acts like a problem-solver.
• Is a natural collaborator and strong communicator.
• Can analyse data and translate it into meaningful actions.
• Cares deeply about fairness, clarity, and consistency.
• Thrives in a fast-paced, cross-functional environment.
• Is proactive, emotionally intelligent, and detail-oriented.

Requirements

Qualifications & Experience

Required:

• 3-Year Qualification in Industrial Psychology/ Psychology/Law/Marketing, or a related.
• Strong communication and interpersonal skills.
• Experience in analysing feedback (NPS/complaints) and journey mapping.
• High level of emotional intelligence and customer orientation.

Advantageous:

• Formal CX-related certification.
• Experience in insurance, financial services, or other regulated environments.
• Exposure to TCF, scripting, and customer communication standards.
• Familiarity with AI or digital journey analysis tools.
• 3-5 years’ experience in related field.

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What You'll Be Doing:

• As a Call Centre Consultant for our Business Direct team, you’ll be at the heart of building lasting relationships with our Contractors All Risk clients. Your mission? Turn one-time customers into loyal, repeat clients by becoming their trusted go-to person for all their construction insurance needs.
• You’ll be connecting with new clients, understanding their needs, and encouraging them to return for future projects. At the same time, you’ll manage a portfolio of existing clients - proactively reaching out, providing quotes for upcoming work, and converting those quotes into sales.
• This role is perfect for someone who’s passionate about people, thrives on meaningful conversations, and loves turning connections into long-term relationships. Strong admin skills are a must - you’ll need to keep detailed notes and remember the little things that make a big difference. Think of yourself as the friendly expert who’s always one step ahead, ready with advice, support, and the right cover when it’s needed most.
• If this sounds like something you will thrive in, this position is for you!

Requirements

What You Bring to the Table:

• Minimum Matric (higher qualifications are a plus!)
• People Skills – You connect easily and communicate effectively
• Client-Focused – Passionate about delivering top-tier service
• Tech-Savvy – Comfortable navigating computer systems
• Results-Driven – Thrives on meeting and exceeding targets
• Organized & Efficient – Strong admin and time management skills
• Fluent in English – Excellent written and verbal communication
• Quick Learner – Excited to grow and develop new skills

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What You’ll Be Doing

Data Analysis & Insights

• Identify and track KPIs that define online service success.
• Deliver sharp, strategic insights and performance reports to key stakeholders.

Query Handling & Optimisation

• Deep-dive into digital query handling.
• Pinpoint gaps, test improvements, and team up with client care to reduce queries in the call center.

Digital Strategy Alignment

• Shape data-driven digital service strategies.
• Align customer experiences with commercial goals and keep us ahead of emerging digital trends.

Project Leadership

• Lead impactful digital initiatives from idea to launch.
• Work cross-functionally to ensure goals are met on time and on point.

Customer Journey Innovation

• Collaborate to create smooth, engaging online experiences at every step of the customer journey.

Tech & Innovation Integration

• Evaluate and implement new tools to keep us agile, efficient, and customer-focused.

What You Bring

Education:

• A Bachelor’s degree in Business, Information Systems, or related fields.

Experience:

• 3+ years in a Business Analyst role focused on digital sales, e-commerce, or online strategy.
• Proven ability to turn data into growth-driving insights.

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Eligibility Criteria

To be considered for this internship, applicants must:

• Hold a Matric certificate and a National Diploma or Degree in a relevant finance-related field.
• Be between the ages of 18 and 35, and currently unemployed.
• Not have previously participated in any internship programme.
• Be a South African citizen.
• Preference will be given to applicants from Employment Equity (EE) designated groups.

Key Competencies

We’re looking for candidates who demonstrate:

• Strong communication skills
• Focus, commitment, and self-discipline
• A sense of accountability and ownership
• Resilience and adaptability