Jobs at Equity Group Foundation

Job Purpose Statement

Champion CRM usage across the Group through training, constant performance monitoring and reporting of usage statistics. Coordinate relevant changes to the system to increase efficiency and automate workflows with the aim of enhancing Customer Experience.

Work collaboratively across the Group to recognize customer and user needs; and making data-driven recommendations with the aim of improving business processes,enhancing profitability and ensuring that systems improvement outcomes are in harmony with the Bank’s strategic goals.

Qualifications
 
Key Accountabilities(Duties and Responsibilities)

• Collaborate with project stakeholders to ensure projects are delivered within defined budget, scope and timeline on Customer Experience and other assigned Bank projects Translate overarching customer management strategies into CRM system workflows as it relates to sales pipeline management, customer account management, ongoing campaign and customer analytics to drive revenue earning opportunities and maximize customer lifetime value Champion improvements to CRM system to increase adoption and usage
• Create CRM roadmap across the bank and make recommendations on new features / enhancements and workflows to achieve optimal system functionality for Sales, Marketing and Service Management
• Collaborate with internal departments and stakeholders to implement the CRM system roadmap to support the Bank’s overall strategy through continuous training and upskilling of users
• Data Governance; Monitor active workflows in systems (CRM, BI, core banking and card systems) to ensure that they are working as per Business expectations 
• Assist various departments to improve on their system usage through continuous training and raising changes based on their functional needs 
• Support local and regional CRM projects Assist in the preparation of business reports and analysis
• Develop data sets to assist Business teams in creating unique and specialized marketing campaigns to increase product uptake Work with IT application and core banking teams to ensure that customer data imported on CRM is accurate and system integrations are optimal
• Monitor customer management workflows in the system to ensure maximum and most effective customer engagement for all segments
• Perform data analyses and post activity evaluations to deliver customer insights and make recommendations

Academic: 

• University Degree in Business related discipline Professional:
• Data analytics qualifications desirable
• Proficiency in office automation and banking technologies
• Experience with MS Projects preferred Desired work experience:5 year’s banking experience to include a minimum of 2 years in Business Analysis role. 
• Experience in Customer Experience systems especially CRM systems is mandatory

Technical Competencies

• Good analytical skills to establish thematic challenges that can be addressed on the CRM System 
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills. 
• Technical skills to effectively perform and guide new system’s testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks
• Knowledge and understanding of relevant products and services 
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Effective training skills 
• Good understanding of banking technology, processes and process improvement techniques 
• Ability to create a sense of shared direction among disparate and diverse individual views with good persuasion skills to influence/convince others towards desired behavior and change acceptance  Strong planning and organizing skills to effectively manage and deliver on multiple deliverables; organize and schedule events; activities and resources and set up/monitor timescales and plans Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward

Behavioural Competencies

• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture. 
• Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision-making skills. 
• Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward.

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Job Purpose Statement

The Customer Experience Journey Architect position supports the development of a holistic customer experience strategy that enables the delivery of positive,meaningful interactions across all customer touchpoints.Utilize best practices, like service blueprinting and journey mapping, to update and maintain existing customer experience architectures and create broad alignment across current state processes and a detailed vision for future state processes.Influence design and prioritization decisions that enhance the customer experience through improvements in products, processes, communications and ‘moments that matter’ interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience—wherever they may occur in the journey—are plugged.

 Qualifications
 
Key Accountabilities(Duties and Responsibilities)

•  Partner with departmental leadership to build an inclusive vision of the end-to-end customer journey that highlights each department's contribution to customer experience excellence. Includes Innovation and Growth teams that will develop solutions for existing customer pain points and drive consistent and synergistic experiences across various customer offerings. 
• Develop and maintain effective relationships with key stakeholders to share best practice, drive consistency in resource planning and ensure timely delivery of projects. Ensures the long-term business strategy and the customer roadmap are fully aligned.
• Identify ideal customer profiles and leverages customer journeys to expose gaps in the customer experience across all touchpoints and across all customers’ interactions, transactions and engagements – from account activation to customer support and account closure. 
• Analyse and synthesize data to identify and apply key insights and trends from Voice of Customer (VOC) programs, customer complaint data, and primary / secondary research to inform the customer journey roadmaps. “Future State Ideation” design experience – facilitate cross-functional ideation sessions, develop future state experience maps, document experience improvements (e.g. capability gap assessment, identifying necessary initiatives and capabilities to bridge gaps), and validate maps and capabilities.
• Partner with Customer Research and Data and Analytics teams to drive an analytical understanding of what matters most to customers, utilizing both existing data and identifying opportunities for new data to better understand the experience across systems, channels and processes from a customer perspective.
• Bring the customer to life through the creation of customer personas that identify customer interests, mind-sets and behaviours. 
• Creates an understanding around customer interactions during the different stages of the lifecycle through the visualization of customer personas and journey maps that capture touchpoints and highlight areas of friction. 
• Captures customer pain points and identify gaps between the aspirational customer experience strategy and the reality of the customer journey.

Ideal Job Specifications

Academic:

• University Degree – Upper 2nd Class or equivalent.

Professional:

• Customer Journey Mapping certification
• Lean and/or Six Sigma certification or other recognized Business Process Improvement Methodologies
• MS Office Tools (Word, Excel, PowerPoint, Project, Visio)

Desired work experience:

• 7+ of experience in Financial or Services industry handling customer experience, business development or product development roles
• 4+ years of experience in service design, user-centred design or process reengineering.
• High level of understanding of customer journeys, bank systems in the industry with practical experience in the use of CRMs and other Banking software