Job Summary
DESIGN and continuously improve client journeys across the Business Banking landscape as the next Client Experience Specialist sought by a dynamic Financial Services provider. You will develop and manage the framework, tools and processes for insights gathering, measuring and analysis of voice of client insights thereby creating the knowledge necessary to build, optimise and improve client experience. The successful incumbent must possess an Honours Degree in Industrial/Organisational Psychology/Customer Management Or other relevant discipline, have 5+ years of CX Design experience in digital transformation initiatives and experience or affinity with the following methodologies: Human Centred Design, Design Thinking; Customer Journey Mapping, Voice of the Client.
- Minimum Qualification:Degree
- Experience Level:Mid level
- Experience Length:5 years
Job Description/Requirements
- Provide clear and comprehensive understanding of client needs and experience based on applied research methodologies.
- Derive and effectively communicate client-centered recommendations that influence the design of products and services.
- Contribute to the design, development, delivery and continuous improvement of customer journeys.
- Lead and design customer journey maps across products and channels, mapping as-is and to-be scenarios where applicable. Own the end-to-end responsibility of the analysis.
- Contribute to the design of personas and empathy for journey design.
- Understand and assess client satisfaction via surveys and net promoter score.
- Measure process turnaround times and service level agreements.
- Optimise the text analytics tool to advance the quality of insights.
- Honours Degree in Industrial/Organisational Psychology/Customer Management Or other relevant subject such as Engineering, Marketing, Behavioural Psychology, Human-Centered Design, Commerce, Data Analytics.
- 5+ Years of CX Design experience in digital transformation initiatives.
- Experience or affinity with the following methodologies: Human Centred Design, Design Thinking; Customer Journey Mapping, Voice of the Client.
- Client survey formulation and CX metric analysis.
- Use of technology, tools and data to support optimal client experiences.
- Use of insights to drive new ways of delivering enhanced client experiences.
- Marketing and client service principles and practices.
- Techniques and tools to identify and understand client behaviours.
- Human centered design research methodologies.
- Data Analysis principles and methods.
- Facilitation and presentation techniques.
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