Member Journey Specialist

SUMMARY:
The role would be responsible for building omnichannel platforms and proactive member communication and contact to enhance service, access to information and advice for clients and members in line with the Member Experience strategy and deliver on defined ‘moments of truth’ .

POSITION INFO:
Member segmentation and enhance the member experience

• Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and brand values.
• Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions and engagements.
• Collect, track and analyse member feedback, track service levels and performance data and liaise with internal teams to identify opportunities for improvement and ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
• Raise red flags wherever the business processes need correction to ensure the member has a seamless experience
• Ensure omni-channels are designed and in place to ensure easy interaction between members, clients and the Fund., collaborating with the IT and Communications teams to ensure a seamless experience with the websites, self-service apps, consultants and call centre
• Identify emerging member needs and trends, taking proactive steps to maintain positive experiences and design and formulate new member offerings in line with emerging needs and trends
• Keep informed of industry trends and new CRM technologies

• Design and implement all onboarding processes and procedures of new members /new business to create a positive experience to begin the member journey
• Identify and customise the right information at the right time to be delivered through multiple channels, that enables members to take control of their pension fund journey through different moments of truth
• Identify and deliver on member’s service channel preferences to ensure that members receive support and communication that suits their preferred needs while proactively shifting preference to support lower cost, self-service channels
• Offer self-service options (e.g., member portal) for members to access to comprehensive information as required
• Provide members with access to financial performance information, tables, graphs, dashboards
• Drive campaigns for Client liaison – education, financial wellbeing, providing content in a rich multimedia format, available across channels
• Design content, tools and material enabling the Fund and consultants to provide timeous communication and advice regarding external factors and the impact that they may have on a members’ pension
• Provide communication on new products and services relating to adjacent financial services (insurance, medical aid, wellness, etc) relevant to members

• Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
• Responding to member/client queries and complaints in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyse member/client feedback on services and offerings to identify new opportunities
• With the assistance of the Data team, produce client and member dashboards providing insight into service levels and client/member needs product ranges and new releases, as well as preparing reports.
• Document and enhance member experience processes and procedures, ensuring those servicing members are adequately trained, informed and have the tools to do their jobs
• Timeously resolve all escalated complaints ensuring these are closed against quality control measures
• Stakeholder management
• Engage with all members and key stakeholder to understand their requirements and recommend processes and solutions to meet their needs and achieve objectives.
• Build credibility, sustainability and trust through delivering required results within set timelines and standards.
• Pro-actively develop and maintain a wide-range of external contacts in order to obtain/exchange information, identify trends and stay abreast of best practices, taking appropriate actions to enhance competitive advantage.

• Bachelor's Degree in marketing, communications, business management, or in a related field preferred.
• Customer Experience Certification
• At least 6 years’ professional experience in CX platforms and solutions in a financial services environment.
• Pension fund experience advantageous

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