Voice of Customer Specialist Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description The Voice of the Customer (VoC) Specialist is located within the Customer Engagement Centre of Excellence and forms part of the Voice of Customer Team.
The role is responsible for using various customer and partner listening mechanisms to gather insights around customer experience across Old Mutual.
The role requires an incumbent with a strong understanding of customer experience analytics, market research, and the ability to tell a compelling data-led story.
The incumbent will partner directly with Segments, Product Solutions, and other business units across Old Mutual Limited to identify customers' biggest pain points and to drive action and track continuous improvement.
In partnering with segment and business units, the incumbent is responsible for managing listening programmes which are critical in driving Old Mutual's holistic perspective of the customer and partner experience.
In addition, the incumbent partners with customer-facing support teams to escalate emerging issues and for delivering reporting and analysis of those issues.
Customer journey understanding and customer empathy will be used to identify opportunities in relation to customer engagement, business strategy, and quality of service, leading to appropriate recommendations that align with industry best practices.
The individual possesses a passion for customer data, with a proven history of driving insights that improve the customer experience.
Design and implement customer listening mechanisms, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys. VOC programme management. Provide specialist knowledge during survey and research design. Analyse large data sets to identify key trends and insights, using data to tell a story. Present complex concepts clearly and persuasively across diverse audiences at various levels of the organization. Advocate for customer obsession throughout the organization. Leverage expertise and partnerships to escalate and drive resolution of important customer pain points and experience gaps. Deliver reporting on key customer support metrics and trends to stakeholders. Collaborate with customer-facing support teams to understand and resolve internal pain points related to the products you support. Relevant tertiary qualification (Marketing, Economics, Business Management, Research or similar). 3+ years professional experience working directly in a VOC or similar role as part of a client experience team. Experience in developing and implementing VoC programmes within Customer Experience, Customer Insights, and Market Research in a large corporate company within the financial services industry or similar. Experience managing customer listening mechanisms such as NPS programs, advisory boards, transactional survey programs, or event-based surveys. Strong program management skills with experience building, running, and optimizing programs. Knowledge of a variety of survey design and research methods. Experience with data analysis, comfortable analyzing large data sets to identify key trends and insights. Experience with presenting complex concepts clearly and persuasively across diverse audiences at various levels of the organization. Demonstrated passion for Customer Experience and acting as an advocate for customers. 3+ years' experience and demonstrable expertise working with analytics & reporting tools (SQL/Tableau/Looker) and VOC software. Exposure to large-scale CRM tools (e.g., Salesforce) as well as VOC software is ideal. Exposure designing and implementing VOC measurements (e.g., NPS, CSAT, CES, etc.). ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT) Experience and qualifications in customer research. Customer experience certifications. COMPETENCIES REQUIRED Strong critical thinking, influencing, and relationship management skills. Analysis and report writing skills. Programme management skills. Strong cross-functional communication and prioritization skills. Skills Business Strategies, Customer Engagement, Data Analysis, Design, Market Research, Program Management, Teamwork.
Education Bachelors Degree (B) (Required)
Closing Date 13 September 2024
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question. Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19. All prospective employees are required to disclose their vaccination status as part of the recruitment process. Please refer to the Old Mutual's Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so. The Old Mutual Story!
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