Client / Customer Experience Specialist (CH597)
Capital H Staffing and Advisory Solutions
Sandton, South Africa, Gauteng, ZA
1d ago

Ref CH597

Our client in the Banking industry is looking for banking Client Experience specialist to join their team in the Sandton office.

The purpose of this role is :

  • To provide clear and comprehensive insight into the client experience at each touch point of the client journey.
  • To develop and manage the framework, tools and processes for insights gathering, monitoring and analysis which provides voice of client insights creating the knowledge and insight necessary to build, optimise and improve client experience.
  • Key Performance Areas :

  • Voice of client way of work, including framework, methodologies, policies and processes.
  • Client Experience studies, immersions, surveys, polls, usability tests.
  • Information & data analysis for creation of insights.
  • Relationship management.
  • Qualifications :

  • Honours Degree in Industrial / Organisational Psychology or Customer Management OR other relevant subject such as Anthropology, Behavioural Psychology, Human-Centered Design, Commerce, Data Analytics
  • Ideal :

  • Masters Degree in Economics and Management Sciences or Change Management OR any other relevant subject such as Organisational Culture and Change Management
  • Experience : Minimum :

    Minimum :

  • 5+ years of research and design experience with customer-facing applications or customer service applications
  • Designing, executing and analysing customer surveys
  • Client survey and experience tools
  • Use of technology, tools and data to support optimal client experiences
  • Use of insights to drive new ways of delivering enhanced client experiences
  • Ideal :

  • Conceptualising and designing client experience strategy and frameworks
  • Management of vendors
  • Stakeholder management
  • Business to business experience
  • Knowledge :

  • Marketing and client service principles and practices.
  • Techniques and tools to identify and understand client behaviours, e.g. ethnographic research, immersions, anthropology.
  • Survey methodology and principles and market research methodologies.
  • Basic data analysis principles and methods.
  • Influencing and persuasion techniques.
  • Vendor models and vendor management.
  • Communications and conflict management techniques.
  • Marketing technology.
  • Digital client experience and collaboration / co-creation platforms.
  • Customer psychology / behaviour (Advantageous)
  • Skills / Comptencies

  • Deciding and initiating action
  • Relating and networking
  • Presenting and communicating information
  • Persuading and influencing
  • Analysing
  • Learning and researching
  • Delivering results and meeting customer expectations
  • Entrepreneurial and commercial thinking.
  • General :

  • Clear credit and criminal record
  • Ability and willingness to work in an open plan environment
  • Willingness to work or be available overtime and / or weekends if required
  • Valid driver’s license and own vehicle
  • While we would really like to respond to every application, should you not be contacted for this position within 15 days please consider your application as unsuccessful.
  • In keeping with our client’s employment equity requirements, only South African citizens will be considered.
  • Please include your current salary and salary expectations.
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