The behavioural science technician will operate across functions (analytics, digital, segment, marketing, channel, claims) leveraging behavioural insights to implement behavioural change interventions (i.
e. nudges) which shape customer and internal behaviour in a way that generates commercial value to SIL / SBIB.
Key Responsibilities / Accountabilities
Implementing and Analysing customer behaviour change
Investigates and identifies key behavioural trends within the Insurance customer base including :
Key trends in customer behaviour across channel, product, segment and industry.
Helps to design, implement, and statistically analyse behavioural experiments across all channels where SIL / SBIB intersects with its customers.
Integrates external insights into approach towards customer and staff behaviour change, looking at Standard Bank relative to the market.
Proactively proposes key opportunities and threats to the business based on key findings.Advises stakeholders of implemented changes and anticipated effects on customer behavior.
Documents changes, measures impact of changes, and makes recommendations for adjustments where necessary.
Plays an integrator role in the Claims Contact Centre between team leaders, managers, campaigns etc. as they relate to the campaigns that are currently live on the floor.
The Behavioural Science Technician will work with stakeholders across the SBIB and SIL claims environment.
Creates an environment in which learning and development are emphasised and valued.
Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
Implements behaviourally informed strategies aimed at inducing behaviour change for both internal staff and customers
Integrating inputs, making recommendations for change, and measuring impact.
Establish and maintain relationships with key stakeholdersCreate a narrative suitable to the client lifecycle and appropriate scripting per campaign, based on brand collection, brand selection and purchase behaviour.
Increase in business results and generated value as a result of the application of behavioural understandings, measured in statistical terms.
Demonstrable success of the application of the behavioural sciences (by showing that the actual customer behaviour was sufficiently well predicted).
Demonstrable improvements in cross-sell, up-sell, and retention performance, which are directly relatable to behaviourally-
informed effortsDrive and implement a decision framework for upcoming work, ensuring the resolution and timely escalation of any conflicting priorities.
Risk control procedures are implemented effectively.Additional skills for career advancement are acquired, as assessed by stakeholders and manager.
Build solid working relationships.
Preferred Qualification and Experience
Recognised Honours or 4-year equivalent degree in the behavioural sciences (economics / psychology / sociology / etc.)
Masters level degree in the behavioural sciences is an advantage.
A proven record of academic excellence
Minimum experience of
Financial services experience is preferred.
Knowledge / Technical Skills / Expertise
Deep knowledge of the banking industry, its products, customers, channels and the value chain creation.
In-depth and up-to-date understanding of the applications of the behavioural sciences to business problems (including customer journey mapping, A / B testing, as well as behaviour change and financial performance measurement)
Good general knowledge of range of Standard Bank products and features
An understanding of customer data
Good PC skills particularly MS Excel
Project Management skills
Excellent collabarative skills
Good understanding of the data requirements regarding segment and product from a customer value perspective
Ability to work off imperfect data