Specialist: Client Experience

Reporting to: Manager: Client Experience

Division: Client Experience Delivery

Purpose Statement

• To design and continuously improve client journeys across the Business Banking landscape
• To develop and manage the framework, tools and processes for insights gathering, measuring and analysis of voice of client insights thereby creating the knowledge necessary to build, optimise and improve client experience.
• To provide clear and comprehensive understanding of client needs and experience based on applied research methodologies
• To derive and effectively communicate client-centered recommendations that influence the design of products and services

The job holder has to operate within the rules of the following regulatory and industry bodies:

• Advertising Standards Authority
• South African Reserve Bank (SARB)
• Financial Services Board (FSB)
• Banking Association of South Africa (BASA)
• National Credit Act
• TCF (Treating Customers Fairly)
• Protection of Personal Information Act (POPIA)
• NCA (National Consumer Act)
• TCF (Treating Customers Fairly)
• Liaises with external service providers:
• Advertising and Direct Marketing agencies
• Client Experience agencies
• Research firms and vendors
• Data & Analytics Agencies
• Media agencies

Key Performance Areas

Customer Experience Journey Management, including frameworks and methodologies.

Human Centered Design and Design Thinking application in digital transformation initiatives

Voice of Client studies, immersions, surveys, polls, usability tests.

Information & data analysis for creation of insights.

Internal and external stakeholder management.

Key Tasks/Accountabilities

Journey Design and Journey Management

• Contribute to the design, development, delivery and continuous improvement of customer journeys
• Lead and design customer journey maps across products and channels, mapping as-is and to-be scenarios where applicable. Own the end-to-end responsibility of the analysis.
• Contribute to the design of personas and empathy for journey design
• Ensure journeys initiatives reach a cross-team alignment, formalise recommendations and agree with different stakeholders on priorities and ownership of the identified actions.
• Define Key Experience Indicators that will be frequently monitored to evaluate the customer experience performance and implemented improvements.
• Conduct analysis on multiple journeys report on progress, value and identified friction points
• Support business teams and or squads to become self-sufficient in basic journeys.
• Act as a coach for new members and/or colleagues that will further execute the methodology as part of the day-to-day job, becoming an embedded methodology for service and product design.
• Be an active advocate of Customer Experience values, support the organisation to become a truly customer centric organisation, and support human centric design.

Voice Of Client (VoC) Programme And Measurement Framework

• Contribute to the development of a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.
• Support the strategic and tactical book of work and sprints by providing relevant voice of client (VoC) input to inform design and development efforts.
• Provide input to strategic and tactical initiatives to ensure that the VoC and client centricity is understood across the organisation and incorporated into projects and initiatives.
• Design diverse methods and means for the collection of client insights pertaining to behaviours, preferences, needs, drivers, pain points, mindset and values, expectations and experience feedback.
• Define, communicate and guide practices policies, methods, procedures, standards and tools in relation to VoC and ensure they are understood and, where appropriate, embedded in the business.
• Apply tools and methods to quantify and measure and provide insights to client experiences for the relevant business area for products and digital design, development and/or continuous improvement.
• Design, develop, monitor and analyse surveys and other information/data gathering methods to optimise VoC information.
• Use and optimise all the channels and platforms available for information extraction;
• Refer insights to the Client Experience team for advising business in respect of the insights and any remediation; assist with this where required.
• Collaborate with other departments and functions where voice of client input lands in order to gather the information; e.g. call centre, social media.

Research And Data Analysis

• Design and implement research methodologies and practices to effectively gather information that ensures a deep understanding of clients needs and expectations
• Perform analysis to identify client and market trends, what is being done well, where the service or product gaps are.
• Create and suggest solutions to the product development teams, actively informing and contributing to design and continuous improvement efforts and sprints.
• Understand and assess client satisfaction via surveys and net promoter score.
• Measure process turnaround times and service level agreements.
• Optimise the text analytics tool to advance the quality of insights.
• Identify and implement tools which can enhance information collection, understanding and interpretation.
• Use and optimise all the channels and platforms available for information extraction; e.g. WhatsApp, Glia, Teams email, Internet Banking, Business Centre, Relationship Managers, Call Centre, etc.
• Collaborate with other departments and functions where voice of client input lands in order to gather the information; e.g. call centre, social media.
• Design and implementation of client interaction and client experience metrics, including improvement metrics.

7.4 Collaborate with and influence business

• Act as the subject matter expert: be the person to go to for how clients are reacting to products, technology, platforms or processes.
• Embed CX practices and client centricity in the organisation through change management.
• Create a framework which ensures the dissemination and sharing of the right information to the right people at the right time.
• Build constructive relationships at every opportunity in order to build confidence and value recognition for the outputs
• Establish effective and collaborative partnerships with Client Experience team members, Digital, Credit, IT, Marketing department and relevant Business Owners