Client Experience Manager

Job Purpose

Design customer and end-user-centred experiences for all relevant products, services and channels, to deliver value to our customers and employees and drive business value in order to align to the organisation’s strategic intent. Client journey measures & thresholds and initiating fixes to improve the overall client experience.

Job Responsibilities

Client Experience

• Design and manage the execution, measurement, and performance of desired customer experiences to address customer and employees pain points to meet customer needs, deliver value for the Cluster in alignment with the Nedbank strategy. (Journey Management)
• Map the as-is experience to uncover short term experience improvement; to improve the Client Journey.
• Apply best practice and standardized methodologies and toolkits for use across the Cluster business, and drive this within the relevant business units.
• Create a competitive and successful CX function through understanding competitor activity and acting to leverage opportunities.
• Understand customer behavior through the application of NPS, CES, CSAT, competitive mystery shopping, focus group discussions, in brand service quality audits, benchmarking and analysis of major banking trends and areas for improvement, and propose suggestions for driving CX enhancement.
• Collaborate with various stakeholders across the business in order to execute on the CX methodology.
• Manage and expand sources of customer voice, flexibly make use of different tools to collect customers’ feedback before / after product and service launches, collect and analyse comments on banking services through different channels including but not limited to internet and social media in order to derive actionable insights.
• Recommend programmes and events to enhance customer engagement and loyalty for the different customer segments.
• Run workshops with stakeholders in order develop the desired customer experience for new initiatives identified by business, in order to align to customer needs and address key business objectives.
• Take an active interest in the development of the Bank’s Digital, Innovation Design and Customer Experience methodology.
• Collaborate on the development of wireframes in order to meet the objectives of the proposed journey.
• Plan and manage customer engagement initiatives and events
• Provide feedback and recommendations to senior business stakeholders in line with creating a better client and employee experience.
• Ensure that the client journey meets Conduct and Communication standards to warrant compliance with the various rules and regulations set out by the regulators.

Job Responsibilities 

DIGITAL MARKETING

• Develop and implement Digital Marketing strategies in alignment with overall business strategy to ensure growth of the Nedbank brand.
• Implement innovative ideas that contribute to increased brand awareness.
• Designing and overseeing all aspects of the Banks digital marketing initiatives including the marketing database, email, social media, web and paid media experts.
• Identifying the latest trends and technologies affecting Banking
• Developing and monitoring campaign budgets.
• Planning and managing social media platforms.
• Measuring key performance metrics’ including but not limited to website traffic, client engagement.
• Measure and report campaign performance against overall business objectives
• Coordinating with advertising and media experts to improve marketing results.
• Evaluating important metrics that affect the Banks website traffic and social media engagement.

Preferred Qualification

Business/ Marketing/ Informatics/ Psychology/ Behavioral Economics Degree

Preferred Certifications

Certifications in Agile Methodology, SCRUM or User Design would be an advantage

Minimum Experience Level

5 – 8 years’ experience, 3 of which much be in a managerial role.

Crafting and execution of customer experience strategy, stakeholder management, Journey Mapping/ Blueprint Design and Design Thinking Methodology, understanding of metrics/ measurement.

Knowledge of Agile Methodology, behavioral economics.

Technical / Professional Knowledge

• Strategy planning and execution
• Stakeholder management
• Agile Concepts
• Agile Estimation and Prioritisation
• Research methodology
• Process Measurements
• Macro And micro Economics
• Process Design
• Facilitation techniques

Behavioural Competencies

• Driving Innovation
• Building Partnerships
• Building Customer Relationships
• Continuous Improvement
• Influencing
• Strategic Planning
• Execution
• Customer Focus