Specialist: Client Experience Management

The organization's client experience management team focuses on the overall client experience by performing client surveys, analyzing client feedback, and operational data to identify client pain points, identifying and designing opportunities to improve the client journey and create an enhanced client experience.
The team does this in collaboration with cross-functional teams including Strategic Business Units, Client Support and Growth, Strategy and Innovation and Corporate Affairs divisions, to align client experience efforts with business goals and objectives.
The purpose of the Client Experience Management Specialist is to ensure that clients have a seamless experience throughout their journey with the organization.
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 organization.
The role is critical in enhancing client satisfaction, improving business efficiency and delivering enhanced business success.
Qualifications: Minimum qualification: relevant commercial or technical Degree or equivalent qualification.
Experience: 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 process mapping, client journey mapping and process governance  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.
Map process to identify waste and optimization opportunities to optimize client experience Identify business metrics that can assist with deeper optimized insight into business processes and controls 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.
Competencies: 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 Strong proficiency in Microsoft PowerPoint, Excel and Word