Snr Manager Customer Services

SUMMARY:
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POSITION INFO:

Job Purpose
The Senior Manager Customer Experience will interface with Operations Delivery and Optimisation roles to ensure data driven KPIs are established, implemented and monitored. Will be responsible for customer and governance and integrated planning enterprise wide. Will be responsible for overseeing the overall experience customers have when interacting with the bank. Ensuring customers are satisfied, loyal and have a positive interactions in every interaction throughout their journey. Responsible for ensuring that the Nedbank brand is experienced in a consistent fashion across all touch points.

Job Responsibilities
Overview of responsibilities
• Implementation of the customer experience strategy.
• Promoting a customer-centric approach.
• Evaluate and manage all customer related initiatives.
• Focus on process improvement to optimise customer journeys.

Strategy Implementation
• Implement a customer experience strategy aligned with the bank's goals and objectives.
• Tailor and develop data driven KPIs in the measurement of strategic objectives.
• Establish best practice in the development of customer experience.

Provide advisory role to missions
• Consult and provide advice on best practice from a customer experience perspective.
• Monitor data across missions and in line with trends, identify improvement opportunities and
remedial actions and communicate these across chapters and missions.
• Analysing and mapping out the entire customer journey, identifying pain points, finding
opportunities for improvement.

Chapter contribution
• Collaborating within the different squads to streamline processes and remove obstacles that
may negatively impact the customer experience. This involves identifying areas where
processes can be optimised or automated to improve efficiency and customer satisfaction.

Customer experience advocate
• Providing training and guidance to the marketing community to ensure they understand the
importance of delivering excellent customer service. This may include training programmes,
conducting workshops and coaching sessions.

People Specification
Essential Qualifications - NQF Level
• Qualification: Advanced Diplomas/National 1st Degrees

• Field of Study: A marketing relevant qualification
• Certifications: Customer experience relevant certification

Minimum Experience Level
• Total number of years of experience: 7 - 10 years
• Management experience as part of the above years: 3 - 5 years
• Type of experience: Overseeing the implementation of a customer experience strategy;
Customer Journey mapping; Customer feedback management; Process Improvement

Technical / Professional Knowledge
• Customer Journey Strategy Implementation
• Analytical mindset
• Experience in working with CRM/CDP platforms desirable
• Experience working in data, analytics and insights
• Ability to collaborate
• Commercial acumen
• Process Improvement
• Relationship Management

Behavioural Competencies
• Customer Focus
• Leveraging Feedback
• Drive Execution
• Continuous Improvement
• Instill Hyper-collaboration
• Building Partnerships
• Communication
• Driving for Results