About the job Client Experience SpecialistKey purpose:Develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and thatbusiness targets are met.Duties and responsibilities:Identify, control and escalate potential risks which maylead to increased costsManage costs or expenses within approved budget toachieve cost efficienciesDeliver against operational and cost targetsPrioritise resource allocation to minimise and reducewastageBuild relationships that allow for the managing ofexpectations; the sharing of knowledge and diverseinsights; and the creation of buy-inEngage in cross-functional relationships to obtain andto provide work supportResolve customer dissatisfaction/complaints by takingownership of the problemAnalyse customer feedback to help improve customerserviceEnsure that delivery is accurate, timeous and of anacceptable standardEnsure that product or service knowledge and advice istechnically accurateKnow and understand customer needs to deliver aquality servicePropose ideas to improve customer serviceWork as both an individual contributor and manager ofpeople to drive forward client experience processes andinitiativesTake ownership of daily client experience operations:assigning tasks, monitoring support channels to ensureexemplary and timely response, and acting as mentorand escalation point for frontlineLead the process in working to address and resolveclient issues, either through direct personal action or bypromoting quick and results-driven collaboration withother relevant partiesLead CX meetings and strategy sessions, with inputfrom the COO and Head of Sales & Service Solutions.Track, analyze, and report key client experience metricsAssist with the creation, implementation, and training ofclient experience best practicesIdentify effective activities to address own developmentgapsCreate own development plan and review plan withteam leader or managerUnderstand which competencies and skills are requiredto be mastered to ensure personal development andperformanceKeep abreast of learning opportunities, changingproducts and trendsQualifications and experience:Minimum Qualification -Relevant Diploma.Preferred Qualification - Relevant Degree.Experience Required 5 to 7 years' experience in a similar position and 5 years in financial services industry.
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