Senior Manager Customer Value Proposition Development
Stanbic IBTC Bank
Gauteng, South Africa
9d ago

Job Purpose

Crafts and directs processes to leverage data, customer insights, and direct feedback about our customers’ experiences to improve our business strategies on what matters to the customer.

Provides thought leadership for supporting efforts to develop an in-depth understanding of the customer and leads key strategies in partnership with the sales, product, actuarial and underwriting, claims, marketing teams.

Responsible for immersing into businesses and gaining a deep understanding of the products and distribution, with the intention of building, influencing and informing strategic direction and tactical decisions relating to the various products, marketing and distribution channels, always keeping the customer integral and at the core of it all.

The role is responsible for outside-in and inside out measurement and design of key customer centric solutions to enable for delivery of what matters to the customers.

Key Responsibilities / Accountabilities

Process efficiency

  • Build relationships and interact positively with clients and act as ambassador of the organisational brand.
  • Contribute to a TCF service excellence culture, which builds positive relationships and provides opportunity for feedback and exceptional service.
  • Implement processes which build service delivery excellence according to TCF principles & encourage others to provide exceptional customer service.
  • Work with leadership teams to identify business priorities for which robust customer insights are critical. Define the expected outcome of investment in insights, and then define, lead and execute the agreed programs of work
  • Lead the identification, development and execution of insight-generating initiatives (e.g., customer research, internal sessions, statistical analysis, etc.
  • to drive business decisions and their translation into strategies and tactical execution plans that achieve financial goals

    Research and Insights

  • Establishes and leads a range of customer insight techniques including co-creation sessions, internal stakeholder workshops on customer value propositions, knowing your customer
  • Performs data collection in the field on their own, particularly for projects with short delivery timeframes.
  • Establishes oneself as a customer evangelist, and promote customer centricity
  • Uses internal and external resources in the most efficient and effective manner to provide market / customer insight that clearly links to priority business issues
  • Develops consumer insight programs from inception to execution, including working with business counterparts on the execution of recommendations and demonstration of business impact
  • Coordinates research activities including leading practice and insights to benchmark competitors.
  • Continually looks for new ways to analyse data and follow threads to discover actionable opportunities to increase efficiencies and improve the customer experience
  • Conducts primary and secondary research to understand why customers are satisfied / dissatisfied
  • Translation and utilisation of insights to enable design of solutions

  • Performs Root Cause analysis to draw accurate conclusions of business issues causing customer dissatisfaction
  • Presents actionable findings to stakeholders to implement programs and measure the results
  • Collaborates with Analytics teams and other insights teams to identify key trends
  • Works with reporting and analytics team to assist in architecting and implementing additional reporting and analysis capabilities
  • Continually improves and proposes opportunities to improve existing contact analysis capabilities
  • Uses the insights gained through business information reports to measure success and realign tactical strategy implementation objectives appropriately
  • Provide specialist input through the investigation of opportunities for operational and process optimisation.
  • Plans for value-added process improvements, initiatives and services to deliver on operational strategy and objectives.
  • Draws on own technical or professional knowledge and experience to identify and develop solutions to improve product, sales process and service delivery & quality.
  • Provides support to ensure the effective utilisation of data models, analytics & mining tools, enabling extended data extraction, analysis & reporting.
  • Consults in area of expertise to provide specialist input into the development and amendment of policies, processes and procedures.
  • Advises on and contributes to development and implementation of improvements to process and service delivery for continued improvement.
  • Risk Management and Compliance

  • Actively manages risks by observing the regulatory environment and always mitigating any exposure for the organisation as pertains customer insights
  • Continuous improvement and digitisation

  • Make recommendations for continuous improvement to quality and efficiency in the design of systems that enable the provision of what matters to the customer.
  • Garner and direct customer insights to inform building digital and non-digital platforms that address what matters to the customer
  • Preferred Qualification and Experience

    First Degree in Business Commerce, preferably Honours Degree in Marketing

    Management Development Certificate

    Project Management

    More than 10 years, Insurance and Personal & Business Banking experience

    Relevant insurance and business experience. FAIS compliance is not a requirement for this role

    3-4 Years IT Analysis and Design experience

    Good understanding of business analyses and project management

    5-7 Years, Marketing and Communications, Operations processing experience

    Sound knowledge of the principles of marketing and communications

    Knowledge / Technical Skills / Expertise

    Strategic Planning and Reporting

    Knowledge and understanding of the process and thinking required to formulate objectives and priorities, and implement plans consistent with the long-

    term interests of the organisation in a global environment. The ability to identify and capitalise on opportunities and manage risks.

    SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

    Operational Planning

    The ability to translate the organisation's vision and long term goals into medium and short term deliverables.

    ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

    Insurance Principles

    Understanding of the basic principles of insurance including good faith, insurable interest, indemnity, contribution, subrogation and proximate cause.

    SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

    Insurance Products and Services

    Knowledge and understanding of the range of insurance products and services available in the market and how that can be used to meet clients needs.

    ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

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