Reporting to the Group Head of Customer Experience, the Customer Experience & Solutions Manager will embed and drive the Customer Experience strategy across the group. The role focuses on implementing effective Root Cause Analysis (RCA), Customer Retention strategies, and efficient complaints management models to increase wallet share and improve customer stickiness.
Key Responsibilities
Embedding a Customer Centric Culture
Service Excellence: Drive service excellence and ensure delivery of outstanding services within the Branch Network and Head Office Departments by regularly engaging frontline and back-office teams.
Best Practice Sharing: Share best practices, service "nuggets," and relevant materials with the business to champion service campaigns that drive customer-centric behavior.
Feedback Mechanisms: Ensure customer feedback tools (e.g., CRM) are developed, implemented, and utilized across the business.
Action Planning: Proactively analyze data to address identified gaps.
Training: Conduct and liaise with the Learning and Development team to deliver quality customer experience training for all staff.
Complaints Management and Service Improvement
RCA & Remediation: Review and identify process and system gaps through root cause analysis and recommend solutions for improvement.
Stakeholder Reporting: Provide reports on the nature of complaints, queries, and observed trends for inclusion in overall change initiatives.
Team Management, Risk & Compliance
Leadership: Develop a high-performing team through continuous performance development, coaching, and administrative management.
Compliance: Ensure all activities are carried out in full compliance with regulatory requirements and internal policy standards.
Requirements
Education: Bachelor’s Degree in a relevant field.
Experience: Minimum five (5) years of relevant experience in customer experience.
Leadership Experience: At least two (2) years of experience as a team leader, specifically within an insurance company.
Skills and Behavioral Competencies
Understanding of CRM systems and process improvement initiatives.
Ability to influence and engage stakeholders across all levels.
Strong analytical, communication, and presentation skills.
Proficient in MS Office Suite.
Strong leadership, collaboration, and facilitation skills within cross-functional teams.
