Customer Experience Manager | Sandton
MAIN DUTIES AND RESPONSIBILITIES
Support Key Account Managers and Client Executives, to deliver the destination experience that meets client’s
requirements and user needs.
Working with Global and Regional digital delivery team to drive deliverables across Africa.
Support customer journey mapping and help clients to develop the overall digital roadmap from
insurance on-boarding, claims, policy management, policy servicing etc.
Support local markets to develop and build UX User Experience and marketing capabilities.
Support the local management in continuously developing and enhancing the value proposition for
the Commercial ; Consumer segment.
Support client acquisition and retention activities with research, analytics, and presentation pitch
Prepare content for client stewardship meetings to show program performance and project
Faster cycle time for engaging segments to identify Affinity opportunities
Launch Educational initiatives to socialize Affinity within all segments
Ability to engage with other regional teams to share workload burden, new ideas, technology and
Follow rigorous process to create conceptual proposal to discuss with Internal Team i.e SRO, CE,
Formulate final proposal to be presented to client in line with Affinity VP and TOM
EXPERIENCE AND QUALIFICATIONS REQUIREMENTS
3 or more years of UI User Interface/UX/ design experience.
A strong portfolio of successful UX case studies, other technical projects is essential.
Ability to conduct usability tests, user interviews and conduct expert reviews for existing solutions.
Preference will be given to candidates who have experience designing complex solutions for
insurance products that cover complete digital environments.
Ability to define, develop and articulate digital initiative goals, objectives, and scope.
Strong UX and customer experience skills with an appreciation of how to create first class customer
Proficiency in drawing skill in Sketch, Figma, Adobe XD, Photoshop, Illustrator and wireframe
Understanding of front end and back end technologies to design solutions that can be achievable.
[Technical knowledge is a plus]
Good analytical skill, self-motivated, and able to work under pressure
Open to feedback and constructive criticism
Fluent in English.
An ability to present ideas and complex information clearly and confidently to stakeholders.
Ability to turn customer/user journeys and requirements to user stories for development team.
Strong commercial awareness and sound understanding of project and business dynamics.
A highly collaborative and team-oriented attitude
A proactive and flexible approach to work and be comfortable with a dynamic environment with
Have exposure to digital, application or modern web program.
Excellent record of academic achievement.
Ability to prioritize work and meet deadlines with can-do attitude.