Customer Experience Analyst (Fraud Solutions)Location: JohannesburgSalary: ZAR 200000 - 300000Type: Hybrid, Full-timePosted on: 3 Days AgoApplication Deadline: January 6, 2025Empowering Africa's tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryProvide specialist support in the development of the Customer Strategy for Fraud Solutions.Implement initiatives related to Customer Communications, Customer Experience, Customer Service, Customer insights, Voice of the Customer, and TCF requirements that drive the Customer Strategy.Work closely with Group Customer Experience teams to ensure alignment with group strategy and practices.Analyse fraud incidents to understand trends and gather customer research to improve customer experience.Conduct Customer Experience meetings and workshops with Absa teams, including customer education.Assist in the development and delivery of business process improvements related to the Fraud Customer Journey.Manage customer experience by resolving complaints related to Fraud Solutions.Train teams on current fraud and customer experience knowledge and trends.Job DescriptionServe as subject matter expert for CX across all fraud channels and assist in delivering projects for an industry-leading customer experience.Drive the execution of the Fraud Solutions Customer Strategy in collaboration with Functional support.Leverage insights and data to ensure products/services are designed around customer needs.Evaluate fraud modus operandi, customer complaints, and Voice of Customer surveys to identify control weaknesses.Develop and deliver customer awareness and education based on understanding fraud threats.Conduct research activities to guide business on enhancing customer experience.Redesign processes and deliver ongoing customer experience improvements.Review output from design and technical teams to ensure user experience is achieved.Document functional requirements and track implementation delivery with stakeholders.Promote a culture of treating customers fairly (TCF) and adhere to TCF principles.Accountability: Customer Experience EnablementDevelop a comprehensive understanding of the market, including customer needs and competitor strategies.Define and deliver solutions that drive the Fraud Solutions Book of Work.Identify and mitigate potential risks associated with customer experience initiatives.Recommend and implement programs to address customer experience pain points.Enhance the employee experience to provide a proficient level of service to customers.Develop solutions to address repetitive customer failures affecting experience.Implement service initiatives tailored to improve customer service levels.Deliver customer communication artefacts as part of the engagement process.Continuously review experience measurements to address gaps.Accountability: Stakeholder Relationship ManagementDevelop relationships with stakeholders to deliver great customer experiences.Build networks with Fraud value chain businesses to influence operations.Engage with teams to implement new solutions and deliver on customer strategy.Pursue personal development to increase effectiveness.Maintain relationships with suppliers and internal partners for better support.Engage with industry bodies and participate in initiatives.Keep stakeholders informed about fraud trends and customer experiences.Guide colleagues during business change.Accountability: Customer Unhappiness ResolutionPrioritize and resolve complaints received through various channels.Identify recurring issues and provide solutions to minimize complaints.Enhance positive customer experience through proactive actions.Accountability: Risk and ControlEnsure processes and risk management frameworks comply with Fraud Solutions governance.Stay updated with compliance and regulatory requirements.EducationBachelor's Degrees and Advanced Diplomas: Law, Military Science, and Security (Required)Absa Bank Limited is an equal opportunity, affirmative action employer.
In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.Absa Bank Limited reserves the right not to make an appointment to the post as advertised.
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