The Behavioural Scientist will operate across functions (analytics, digital, segment, marketing, channel) leveraging behavioural insights to design behaviour change interventions (i.
e. nudges) which shape customer behaviour in a way that generates commercial value to Investments and Acquisitions
Key Responsibilities / Accountabilities
Functions as an in-house behavioural sciences subject matter expert
Investigates and identifies key behavioural trends within the Insurance customer base including : Key trends in customer behaviour across channel, product, segment and industry.
Designs, conducts, and statistically analyses behavioural experiments across all channels where Investments businesses intersects with its customers.
Identifies potential cross-sell and up-sell opportunities, and advises on behaviourally-informed approaches to customer retention.
Integrates external insights into approach towards customer 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 behaviour.
Documents changes, measures impact of changes, and adjusts approach where necessary.
Works with and coordinates activities of external consultants together with Heads of Business in Melville Douglas and Standard Bank Financial Consultancy
As the first point of contact manages the relationships within the two areas and their sub-structures, according to specified training-, and project-based agreements.
Plays an integrator role on the Voice and Digital Advisory (SBFC) floor teams and sales managers, as well as the Client Services (Melville Douglas) teams, as it relates to the campaigns that are currently live on the floor
Establish and maintain relationships with key stakeholders
Creates an environment in which learning and development are emphasised and valued.
Takes personal responsibility for coaching and mentoring others.
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.
Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
Integrating inputs, making recommendations for change, and measuring impact.
Create 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
Drive and implement a decision framework for upcoming work, ensuring the resolution and timely escalation of any conflicting priorities
Risk control procedures are implemented effectively.
Preferred Qualification and Experience
Undergraduate Degree / Masters Degree : A proven record of academic excellence. Minimum experience of 2 years in behavioural economics-focused advisory / management consulting / behavioural sciences research.
Financial services experience is preferred. Recognised Honours or 4-year equivalent degree in the behavioural sciences (economics / psychology / sociology / etc.)
Minimum experience of 2 years in behavioural economics-focused advisory / management consulting / behavioural sciences research
Knowledge / Technical Skills / Expertise
Business Management - Understand the investment industry and the impact that the economic and regulatory environments have on the business.
Apply this knowledge in your assessment of risks and recommendation of appropriate control and quality frameworks
Evaluation of Internal Controls - The ability to analyse process controls for effectiveness from a design and
Promote Good Governance, Risk and Control - The ability to assess governance and control frameworks against the appropriate risk appetite and enhance the risk management culture in line with the organisational objectives
Process Governance - The ability to create mechanisms to ensure that designed processes are implemented correctly and that process changes are made thoughtfully and taking into consideration the impacts on people, other processes and technology
Legal Compliance - Knowledge of applicable legislation and the legal policies and procedures pertaining to the local, regional and relevant international laws, particularly to the JSE and FAIS requirements.
Reporting - Knowledge of source systems and required reporting requirements