Client Experience Specialist/Manager

Key purpose:

Develop and lead customer experience frameworks to ensure the delivery of high quality service to all customers and that business targets are met.

Duties and responsibilities:

• Identify, control and escalate potential risks which may lead to increased costs
• Manage costs or expenses within approved budget to achieve cost efficiencies
• Deliver against operational and cost targets
• Prioritise resource allocation to minimise and reduce wastage
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse
  insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
  
• Resolve customer dissatisfaction/complaints by taking ownership of the problem
• Analyse customer feedback to help improve customer service
• Ensure that delivery is accurate, timeous and of an acceptable standard
• Ensure that product or service knowledge and advice is technically accurate
• Know and understand customer needs to deliver a quality service
• Propose ideas to improve customer service
• Work as both an individual contributor and manager of people to drive forward client experience processes and initiatives.
• Take ownership of daily client experience operations: assigning tasks, monitoring support channels to ensure exemplary and timely response, and acting as mentor and escalation point for frontline
• Lead the process in working to address and resolve client issues, either through direct personal action or by promoting quick and results-driven collaboration with other relevant parties
• Lead CX meetings and strategy sessions, with input from the COO and Head of Sales & Service Solutions.
• Track, analyze, and report key client experience metrics
• Assist with the creation, implementation, and training of client experience best practices
  
• Identify effective activities to address own development gaps
• Create own development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends

Qualifications and experience:

• Relevant Diploma
• Relevant Degree
• 5 to 7 years experience in a similar position and 5 years in financial services industry