Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
The Voice of the Customer (VoC) Specialist is located within the Customer Engagement Centre of Excellence and forms part of the Voice of Customer Team.
The role is responsible for using various customer and partner listening mechanisms to gather insights around customer experience across Old Mutual.
The role requires an incumbent with a strong understanding of customer experience analytics, market research, and the ability to tell a compelling data-led story.
The incumbent will partner directly with Segments, Product Solutions, and other business units across Old Mutual Limited to identify customers' biggest pain points, drive action, and track continuous improvement.
In partnering with segments and business units, the incumbent is responsible for managing listening programmes which are critical in driving Old Mutual’s holistic perspective of the customer and partner experience. In addition, the incumbent partners with customer-facing support teams to escalate emerging issues and deliver reporting and analysis of those issues.
Customer journey understanding and customer empathy will be used to identify opportunities in relation to customer engagement, business strategy, and quality of service. As a result, make appropriate recommendations that are in line with industry best practices.
The individual possesses a passion for customer data, with a proven history of driving insights that improve the customer experience.
- Design and implement customer listening mechanisms, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.
- VOC programme management.
- Provide specialist knowledge during survey and research design.
- Analyse large data sets to identify key trends and insights. Use data to tell a story; including the ability to draw and synthesize insights from multiple different sources.
- Present complex concepts clearly and persuasively across diverse audiences at various levels of our organization.
- Advocate for customer obsession throughout the organization.
- Leverage expertise and partnerships to escalate and drive resolution of the most important customer pain points and experience gaps.
- Deliver reporting on key customer support metrics and trends to stakeholders.
- Collaborate with customer-facing support teams to understand and resolve internal pain points related to the products you support.
- Relevant tertiary qualification (Marketing, Economics, Business Management, Research or similar).
- 3+ years professional experience working directly in a VOC or similar role as part of a client experience team.
- Experience in developing and implementing VoC programmes within Customer Experience, Customer Insights, and Market Research in a large corporate company within the financial services industry or similar with direct exposure to the following:
- Experience managing customer listening mechanisms such as NPS programs, advisory boards, transactional survey programs, or event-based surveys. Exposure to project management software (e.g. JIRA) if essential.
- Strong program management skills. Experience building, running, and optimizing programs.
- Knowledge of a variety of survey design and research methods.
- Experience with data analysis – comfort analyzing large data sets to identify key trends and insights.
- Experience with presenting complex concepts clearly and persuasively across diverse audiences at various levels of our organization.
- Demonstrated passion for Customer Experience and acting as an advocate for customers.
- 3+ years’ experience and demonstrable expertise working with analytics & reporting tools (SQL/Tableau/Looker) and VOC software.
- Exposure to Large-scale CRM tools (e.g. Salesforce) as well as VOC software is ideal.
- Exposure designing and implementing VOC measurements (e.g. NPS, CSAT, CES, etc.).
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
- Experience and qualifications in customer research.
- Customer experience certifications.
COMPETENCIES REQUIRED
- Strong critical thinking, influencing, and relationship management skills.
- Analysis and report writing skills.
- Programme management skills.
- Strong cross-functional communication and prioritization skills.
Skills
Business Strategies, Customer Engagement, Data Analysis, Design, Market Research, Program Management, Teamwork.
Education
Bachelors Degree (B) (Required).
Closing Date
13 September 2024.
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