Consultant, Customer Experience

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

• Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally.
• Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points.
• Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc).
• Track and report trend of exceptions and exceptional service identified in the network.
• Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.)
• Track and report trend of exceptions and exceptional service identified in the network.

Qualifications

• BSc in any related field.
• Professional Certification can be an added advantage.

Experience: 

• Minimum of 5years experience in customer experience/customer facing related roles.

Additional Information

Behavioural Competencies:

• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Upholding Standards

Technical Competencies:

• Creative Mindset
• Excellent interactive and assertive skill
• Attention to detail.
• Good innovative skills
• Good Excel and Power Point skills