Customer Experience Specialist

Customer Experience Specialist

Description

To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.

Hello Future Customer Experience Specialist

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Life Assurance, you will be surrounded by unique talents, diverse minds,





and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

- Perform research analysis to be able to provide relevant, accurate and timely information for informed decision making to enhance the customer experience.
- Manages risks in own area of responsibility.
- Develop, encourage and nurture collaborative relationships across area of specialisation.
- Participate in planned activities that are appropriate for own development.
- Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
- Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
- Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.






- Control expenditure and identify process improvements to contain and reduce costs.
- Compile reports that track progress and guide business to make informed decisions.
- Ensure that business has a smooth, unfragmented and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.
- Proficient in customer journey mapping

You will be an ideal candidate if you have:

- Minimum 3 years' experience with UX/UI
- Relevant degree and or certifications
- Multiple Project experience
- Excellent customer management
- Proficiency in customer journey mapping
- Experience in Usability Testing
- Experience with End-to-end customer experiences

You will have access to:

- Opportunities to network and collaborate






- A challenging working environment that is progressive and agile
- Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you are:

- Adaptable and curious
- Analyse complex data sets
- Thrive in a collaborative environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

#post

#fnb

#LI-AW1







Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

14/10/24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

▶️ Customer Experience Specialist
🖊️ Firstrand Life Assurance
📍 Sandton