22 Oct
The Focus Group
Randburg
CLIENT
Our client is one of the top JSE listed Financial Services Groups, with a number of Business Verticals. They are seeking a well experienced CX Specialist who will be responsible for improving the value to the Client's External and Internal Customers by Enhancing existing and enabling new strategic customer journeys and experiences.
JOB PURPOSE/KEY PERFORMANCE INDICATORS
The success of this role will be measured by a positive change in customer perceptions, attitudes, and ‘buying' or ‘adoption' behaviors, resulting in better customer ‘performance' outcomes and an improvement in business performance.
They will achieve this by collaborating with multidisciplinary teams across the CLIENT Group and will be required to be well rounded in all areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.
JOB REQUIREMENTS
- 3 to 5 years of experience in customer experience management in financial services, retail and/or telecommunications (required)
- Management consulting experience at 1st and 2nd tier management consulting firms (advantageous).
Any one of the following accreditations or certifications would be advantageous:
- CCXP (Certified Customer Experience Professional).
- CEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation.
- ACXP (Accredited Customer Experience Professional).
- ACXM (Accredited Customer Experience Master).
- CXPA (Customer Experience Professionals Association).
Knowledge Requirements:
- Customer experience strategy.
- VoC programs.
- Customer experience business case development.
- Advanced customer experience modelling and analytics.
- Customer centric culture change programs.
- Design thinking and customer co-creation approaches.
- Experience gap analysis and prioritization.
- Human-centered design and innovation.
- Future state journey mapping.
- Control and response plans.
- Operating plan and capabilities.
- Change, project, and process management.
- Iterative ideation and prototyping.
- Leading journey orchestration, mapping and management technology solutions
Desired Skills:
- Customer Service
- Design
- Finance
- Financial Services
About The Employer:
Our client is one of the top JSE listed Financial Services Groups,
with a number of Business Verticals. They are seeking a well experienced CX Specialist who will be responsible for improving the value to the Client's External and Internal Customers by Enhancing existing and enabling new strategic customer journeys and experiences.