Job Description

To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfactionCareer guides Zambia

Responsibilities

• Research current and future market trends, as well as current behavior and processes and recommend changes to the business.
• Develop and review the customer journeys.
• Develop the business strategy per client type and review progress per segment.
• Propose changes at a strategic and operational level.
• Create and provide information and training on initiative and changes.
• Present data, recommendations to stakeholders, gain commitment and implement measurable customer experience.
• Take lessons from highly regarded service providers in and outside our specialisms and industries and deliver an enhanced customer experience at all customer touch points.
• Manage, support, and integrate services and solutions, and initiate innovations and changes needed to align them with the organisation strategy.
• Create a work environment that encourages creative thinking and innovation.
• Design and implement new or cutting-edge programmes and processes.
• Recommend and positively influence changes to optimise organisational processes, systems, policies and procedures.
• Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately.
• Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the WI Client Experience.
• Leads the development of new solutions to meet the client’s expectations.
• The major goal of the Customer Experience manager is to foster customer loyalty through high-quality interactions at each step of the Customer journey.
• Responsible for improving operational efficiencies and performance through analytics, processes and tools.
• View all Wealth and Investment offering from the customers perspective, continually learn what it is like to be a Wealth and investments customer, work with customer groups to gain feedback and implement change initiatives.
• Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture.
• Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions.
• Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience.
• Actively coach team through providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance.
• Develop, encourage and nurture collaborative relationships within the FRG.
• Manage people by executing management responsibilities, and create an environment that encourages employee growth and performance excellence.

• Research current and future market trends, as well as current behavior and processes and recommend changes to the business.
• Develop and review the customer journeys.
• Develop the business strategy per client type and review progress per segment.
• Propose changes at a strategic and operational level.
• Create and provide information and training on initiative and changes.
• Present data, recommendations to stakeholders, gain commitment and implement measurable customer experience.
• Take lessons from highly regarded service providers in and outside our specialisms and industries and deliver an enhanced customer experience at all customer touch points.
• Manage, support, and integrate services and solutions, and initiate innovations and changes needed to align them with the organisation strategy.
• Create a work environment that encourages creative thinking and innovation.
• Design and implement new or cutting-edge programmes and processes.
• Recommend and positively influence changes to optimise organisational processes, systems, policies and procedures.
• Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately.
• Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the WI Client Experience.
• Leads the development of new solutions to meet the client’s expectations.
• The major goal of the Customer Experience manager is to foster customer loyalty through high-quality interactions at each step of the Customer journey.
• Responsible for improving operational efficiencies and performance through analytics, processes and tools.
• View all Wealth and Investment offering from the customers perspective, continually learn what it is like to be a Wealth and investments customer, work with customer groups to gain feedback and implement change initiatives.
• Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture.
• Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions.
• Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience.
• Actively coach team through providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance.
• Develop, encourage and nurture collaborative relationships within the FRG.
• Manage people by executing management responsibilities, and create an environment that encourages employee growth and performance excellence.