The purpose of the Client Experience Management Specialist is to ensure that clients have seamless experience throughout their journey with the organisation. The role is focused on enhancing employee engagement and consistency in delivery through implementing new ways of work, identifying, and implementing process improvement and opportunities to continuously drive enhancement of the overall client experience within the organisation. The role is critical in enhancing client satisfaction, improving business efficiency and delivering enhanced business success. Internal / Operational Processes Analysing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience. Recommending strategies to improve client interactions across multiple touch points and channels based on insights gained from analysis. Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives. Map process to identify waste and optimization opportunities to optimize client experience. Identify business metrics that can assist with deeper optimized insight into business processes and controls. Apply a problem-solving mindset and coach team managers to improve results, identify root causes and identify solutions for implementation. Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history. Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly. Customer Focus Stakeholder Management Analysis of behavioral data insights including embedding and establishing New Ways of Works (NWoW) (currently through the Perform Plus tool). Analyzing data across the value chain in order to identify blockages, analyzing client data (including survey and complaints) to identify pain points for clients. Leading problem-solving huddles to identify implementable solutions and ensuring effective implementation of solutions. Working with Continuous Improvement team to ensure effective end-to-end client journey mapping and management, clearly identifying touch points, pain points, opportunities for improvement and driving collaboration for optimal outcomes. Requirements management Ability to gather, document and manage the requirements; ensure that the requirements are clear, consistent, feasible and aligned with the business goals. Analyses / document current systems and future solutions, processes, and controls. Perform business impact analysis. Ability to support business user acceptance testing; development of UAT test cases. Need proficiency in using MS Visio (Mapping tool) Learning, Leadership People Growth Provide strategic leadership and management to maximize effectiveness and drive high performance and delivery. Ensure the effective management of the team, including employee motivation and development. Protect the interest and wellbeing of employees and establish suitable communication lines with them. Provide leadership that fosters a culture consistent with the Corporations values. Coaching and mentoring team members. Qualifications Minimum qualification: relevant commercial or technical Degree or equivalent qualification. Selection criteria 5-8 years relevant experience. Experience working in project execution environment with tight deadlines. Can independently structure, analyse and synthesis data and findings with minimum coaching. Knowledge of process mapping, client journey mapping and process governance. Leadership Competencies Resilience Decisiveness in Execution People Engagement Communication and Engagement Diverse Stakeholder Management Teamwork Innovation Change leadership Strategic Thinking Technical/functional competencies Risk identification and mitigation Process Improvement Efficiency Report writing Analytical and problem solving Customer insights and focus Planning and organising Financial acumen Diversity management Results and solution orientated Behavioural Competencies Presentation and communication skills Report writing skills Systems and procedure development skills Relationship building and networking Negotiation skills Influencing skills

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