Time left to apply: End Date: November 14, 2024 (5 days left to apply)
Job Requisition ID: R24383
Job Description
Hello Future CX Design Specialist at FNB NAV.
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of the people that make it happen.
As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
Overview of the role and requirements:
- To provide expertise, advice, and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments, and platforms to understand customer needs, behaviors, and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.
- The successful candidate will be mapping customer journeys.
- Understanding stakeholder requirements.
- Understand CX methodologies.
You will be responsible for:
- Perform research analysis to provide relevant, accurate, and timely information for informed decision-making to enhance the customer experience.
- Manage risks in own area of responsibility.
- Develop, encourage, and nurture collaborative relationships across the area of specialization.
- Participate in planned activities that are appropriate for own development.
- Build working relationships across teams and functional lines to enhance work delivery, collaboration, and innovation.
- Create solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
- Deliver customer experience excellence in own service delivery aligned to organizational values and service standards.
- Control expenditure and identify process improvements to contain and reduce costs.
- Compile reports that track progress and guide the business to make informed decisions.
- Ensure that the business has a smooth, unfragmented, and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.
What you will need:
- Over 5 years' experience in a similar role.
- Related CX qualification and accreditation.
We can be a match if you can:
- Strong communication and interpersonal skills.
- Able to work under pressure.
- Effective written and verbal communication skills.
- Good stakeholder engagement.
You will have access to:
- Opportunities to network and collaborate.
- Challenging work.
- Opportunities to innovate.
Are you interested to take the step? We look forward to engaging with you further. Apply now!
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
14/11/24
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
Introduce Yourself
Introduce yourself to our recruiters, and we will get in touch if there's a role that seems like a good match.
Should you have any queries, please log it via MyQ.
About Us
Serving retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognized rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career, especially if you want to change people’s lives in an authentic, profound, and sustainable way.
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