Customer Insights Manager at Absa Bank Limited

Job Summary

To design build and implement digital customer tools based on stakeholder insights to make it easy and convenient for customers to do business.

Overall Job Purpose

• Drive the Business Customer Experience Insights strategy for Business & Corporate functions and set strategic objectives for each key insight category to drive improved customer experience across our customer segments.
• Identify key customer experience measures to track to transform customer experience.
• Monitor critical Key Value Drivers (KVDs) related to customer experience.
• Drive cross-functional engagement to ensure customer centricity is employed in the implementation, review and day-to-day delivery of customer solutions, informed by customer insights.
• Work with Segment Managers to map out customer life-cycles and journey maps, to understand key pain points impacting customers and areas of improvement. 
• Re-design customer journeys to eliminate gaps, bottlenecks, wasted efforts and improve customer experience.
• Maintain up-to-date local and global market and industry data on customer experience, to aid in advising the business on best processes for adoption.
• Adapt to market conditions and changes; be innovative, efficient, customer centric and be profitable.
• Implement governance, risk, compliance and control in line with Absa’ group policies.

Main accountabilities and approximate time split

Voice of the customer Review & Management - 50%

• Drive the radical focus on service delivery across all the customer touch points using data from customer surveys and inhouse complaints.
• Track customer experience and satisfaction scores and initiate improvement actions with the relevant business units.
• Working with technology, identify opportunities for the implementation of new technologies to enhance constant collection of customer feedback.
• Work in collaboration with key stakeholders including Segment Managers to drive the development of customer journeys and lifecycles for each customer segment, towards improving our customer relationships and building customer loyalty.
• Work in collaboration with key stakeholders to ensure clear follow up of customer complaints raised in surveys and feedback.
• Design on-going customer feedback mechanisms to ensure a continuous improvement feedback approach.
• Ensure up-to-date local and global market and industry data on customer experience is maintained, to aid in advising the business on best practices for adoption. What is the marketplace and competition up to?
• Monitor Market and Customer Trends and identify opportunities for inclusion and capture of the voice of the customer insights.
• Spend enough time with the frontline colleagues, customers and the marketplace, to understand customer needs, pain-points and emerging market trends.  

Stakeholder Engagement and Management – 30%

• Proactively drive collaboration with varied stakeholders (BU/Functional/External) to enrich and enhance execution of deliverables.
• Liaise and ensure timely delivery from Change, Operations & Technology teams for development or review of processes.
• Liaise with Segment Managers to ensure customer journey map (CJM) reviews and management is embedded as part of each segment’s story.

Customer Experience Management – 20%

• Drive the enhancement of customer on-boarding experiences across the business.
• Drive the enhancement of customer attrition management across the business.
• Liaise / work with the Change, Operations and Teams to identify opportunities for the implementation of Service Guarantees.
• Ensure that the service guarantees align with the customer requirements and business objectives (optimize productivity).

Technical skills / Competencies

• Strong people management and leadership skills
• Strong stakeholder management skills
• Strong negotiation, influencing and interpersonal skills
• Project/ Process tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, Power Point expertise is a must

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

• Good understanding of Absa bank customer segmentation.
• Good understanding of Absa bank processes.
• Good understanding of products/policies/plans/objectives in order to pro-actively embrace systems/procedure changes within the function.
• Ability to analyse and interpret customer and market trends.
• Will require extensive knowledge of the industry landscape, players in the market, product knowledge, technology advancement etc.
• Will be required to have an understanding of local, as well as statutes that relate to role holders function. The most important of these will be central bank’s guidelines, Absa Group office policies and procedures. Is likely to be personally responsible for compliance within function.
• Good knowledge of IT and telephony systems.
• A good understanding of the other banking areas such as Bank operating standards, branch operations.

Closing date; 13 June 2022