Customer Experience Specialist
Customer Experience Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
Creates designs and optimises the interactions that customers have with OMLs products or services. Enhances every touchpoint in the customer journey to ensure a seamless engaging and satisfying experience. Designs and implements customer experience initiatives in an effort to embed and drive a customer centric culture throughout the organisation. Identifies and prioritises customer experience breakdown points based on customer expectations breakdown severity and business impact using customer measurement feedback. Performs detailed analytics in order to identify root cause problems impacting customer experience deliveryResponsibilities
Key Responsibilities
1. CX Design Mapping and Conceptualisation
Lead the design analysis and implementation of customer experience blueprints.
Map evaluate and optimise end-to-end customer journeys using VoC data and design thinking.
Facilitate design thinking workshops and prototype solutions using service design methodologies.
Design digital product/service concepts that enhance interaction at key customer touchpoints.
of Customer (VoC) Programme Management
Manage VoC programmes (including complaints).
Translate feedback into actionable strategies that improve satisfaction and loyalty.
Monitor and report on CX metrics (e.g. NPS CSAT NES CLF) and close the feedback loop to drive continuous improvement.
Analyse and synthesise customer sentiments to identify systemic issues and opportunities.
Project management principles including project guidelines timeline management and compiling user experience testing databases.
Strategy Development and Management
Support the Head of Customer Experience to develop and execute customer-centric strategies that align with business objectives and customer expectations.
Drive adoption of CX vision standards and behaviours across teams and functions.
Champion ease digitisation and personalisation of experiences to deliver value and build trust.
Align strategies with external CX best practices and evolving customer trends.
4. Customer Engagement and Experience Innovation
Implement communication and engagement channels to streamline interactions.
Co-create experiences that deepen emotional connection and enhance customer satisfaction.
Identify pain points and intervene proactively with agile improvements.
Technology and CX Metrics
Leverage AI analytics and automation to deliver scalable personalised customer experiences.
Integrate real-time technologies and self-service platforms to enhance operational efficiency.
Lead customer experience metrics management including implementation and analysis of NPS CLF and churn.
Work with cross-functional teams to track customer economics and ROI of CX initiatives.
Management and Enablement
Identify areas for process and experience improvement; deliver small to medium change projects in collaboration with PMO or project managers.
Ensure CX playbooks are current and integrated into operational and budgeting processes.
Key Performance Areas (KPAs)
Design and embed unified CX journeys that drive trust loyalty and business performance.
Improve customer ease and personalisation via journey digitisation and technological innovation.
Foster a customer-first mindset and behaviours throughout the organisation.
Skills
Action Planning Computer Literacy Digital Literacy Executing Plans Interaction Design Market Analysis Marketing Systems Market Research Analysis Media Management Occupational Safety and Health Social Media Management User Experience (UX) Design Web Development Web Page CreationCompetencies
Action OrientedBusiness InsightCommunicates EffectivelyCultivates InnovationCustomer FocusEnsures AccountabilityInterpersonal SavvyManages AmbiguityEducation
NQF Level 7 - Degree Advance Diploma or Postgraduate Certificate or equivalentClosing Date
05 June 2025 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
