CX Insights and Analytics Officer

job Description

Key Focus & Role Description:
The role is responsible for leading the CX measurement approach, methodology, and analysis of drivers and performance insights to achieve the group’s customer experience strategy. It involves CX business analysis, cross-functional collaboration, and delivery of projects, solutions, automation, processes, and best practices within the Old Mutual/CABS/O’Mari ecosystem.

Key Result Areas:
-Drives organizational discipline for making data-driven decisions using shared client data and new, interconnected analytical capabilities and customer insights
-Works with business units to merge qualitative and quantitative CX measurements to provide a holistic 360⁰ degree view of customer behavior.
-Analyzes and reviews trends found from modelling to inform other lines of business such as product development and marketing decisions.
-Develops and runs dashboards covering customer experience, providing stakeholders with the right level of actionable insights to understand the root cause of experiences and improve the overall customer experience
-Assist in developing a comprehensive strategy for the Organisation to fuse together various datasets including competitive, market, industry, internal client data to fuel meaningful insights and trigger demand signals for the group.
-Uses CX data to understand the drivers of customer dissatisfaction and identify areas of opportunity to drive NPS and NES scores through action trackers.
-Ensures full understanding of measurement scores and CX trajectory across the group through production of regular reports and drivers’ analysis.
-Ensuring the effective and timely coordination, management and monitoring of all complaints requiring investigation and response at level 1 of the complaints handling process
-Methodically operationalize, align, and implement ZIM complaints management strategies across the business units raising red flags wherever processes need correction or attention to ensure the customer has seamless experience.
-Collaborates with Business units and group risk department on ZIM Market conduct attestations.
-Production and reporting of ZIM Market conduct scores and initiatives, ensuring that BUs align to the agreed Market Conduct guidelines
-Conduct experience measurements that will provide valuable insights, issues, and opportunities, and use these metrics to track and measure service improvements over time.
-Collaborate across departments in the development, design and deployment of customer related products and services to ensure a consistent and quality customer experience.
-Collaborate with Digital and Data teams in exploring opportunities for virtual channels and automated technologies to support customer demand
-Analyze data to build action plans and drive results for measurable CX improvements

Duties and Responsibilities

Brand Positioning
Ensure the application of brand guidelines and brand templates and inform the organization on the importance of brand alignment and positioning.

Sales Promotion
Develop and implement standard sales promotion programs to boost sales and customer loyalty, following the guidelines.

Marketing Communications
Contribute to the development and delivery of marketing communications campaigns across all media to support the business plan and increase sales.

Events Planning and Delivery
Plan and deliver smaller events to ensure that the events are produced according to schedule, within budget, and meet all deadlines, and work closely with, and coordinate activities of, all other parties involved in the design, development, sales, marketing, and delivery of the events.

Content Creation
Collate and summarize information for use in developing content and write first drafts of straightforward content for print or websites.

Information and Business Advice
Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy.

Project Management
Support others by carrying out a range of project management activities.

Multiagency Work
Communicate and coordinate with other professional teams (including some that are over organizational boundaries) to ensure service users experience cohesive and seamless support to meet their needs.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Qualifications and Experience

-Business Related Degree
-Minimum of 2 years’ experience in customer services /customer experience, sales, and Marketing
-Data analysis experience
-Knowledge of Group products.
-Strong working experience in a customer service environment.
-CX research and measurements experience

Competencies:
Data analysis, Technical Knowledge, Team Orientation, Ownership, Initiating Action, Gaining Commitment, Client Focus. Collaboration, Execution, Decision making, Strategy formulation, articulating information, Inviting feedback, Reporting.

Implements all through-the-line marketing activities. Implements marketing plans for selected market segments. Provides a consulting function, serving as a resource and concept generator to the marketing managers in order to implement the marketing strategy and plan developed by the seniors.

Skills:
Adaptability, Brand Development, Building Trust, Calendar Coordination, Campaign Management, Commercial Acumen, Customer Experience (CX), Customer Service, Data Compilation, Legal Practices, Management Reporting, Marketing Strategies, Oral Communications, Product Development, Project Schedule Management, Sales Closing Techniques, Sales Coordination

Competencies:
-Business Insight
-Collaborates
-Communicates Effectively
-Customer Focus
-Drives Results
-Ensures Accountability
-Plans and Aligns

Education
-NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent