Specialist: Client Experience Management

SUMMARY:

The purpose of the Client Experience Management Specialist is to ensure that clients have a seamless experience throughout their journey with the client.

The role is focused on enhancing employee engagement and consistency in delivery through implementing new ways of work, identifying, and implementing process improvement...

POSITION INFO:

The purpose of the Client Experience Management Specialist is to ensure that clients have a seamless experience throughout their journey with the client.

The role is focused on enhancing employee engagement and consistency in delivery through implementing new ways of work, identifying, and implementing process improvement and opportunities to continuously drive enhancement of the overall client experience within the orginisation.

The role is critical in enhancing client satisfaction, improving business efficiency and delivering enhanced business success.

Qualification 

• Minimum qualification: relevant commercial or technical Degree or equivalent qualification.

Knowledge Skills 

• 5-8 years relevant experience
• Experience working in project execution environment with tight deadlines.
• Can independently structure, analyse and synthesise data and findings with minimum coaching
• Knowledge of client journey mapping and process governance. 
• Ability to work in a team environment and independently manage own workload.
• Change management skill
• Strong oral and written communication skills
• Effective listening
• Decision-making and consensus building
• Creative problem-solving
• Project management
• Time management
• Data analysis and presentation
• Able to move from ideas to action - implement improvement ideas
• Able to tailor communication to the audience and builds consensus through fact based discussions

• Analyzing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience.
• Recommending strategies to improve client interactions across multiple touch points and channels based on insights gained from analysis.
• Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives.
• Designing and implementing client service standards and guidelines.
• Apply a problem-solving mindset and coach team managers to improve results, identify root causes and identify solutions for implementation.
• Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history.
• Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly.