Nedbank Digital CX Lead Jobs in South Africa
Nedbank Digital CX Lead Jobs in South AfricaJob PurposeOur Retail & Business Banking Digital team is looking for an experience CX Professional. In this role you will be required to deliver the design (UX/UI/CX) improvements to optimise (including clients testing).
In this role you will be required to analyse drop offs to optimise the client journey and sales process and work with the correct CCD subject matter expert to fix the drop off causes.
This role provides you with the unique opportunity to drive positive user engagement, deepen brand affinity, increase user satisfaction and loyalty.
Develop strong understanding and comprehension of issues, pain points and preferences.
Reply to social media posts that are directed (either directly, or indirectly) social media (including, but not limited to: Twitter, Facebook, Instagram), adhering to social media support guidelines, including engagement protocol, voice / tone, and escalation procedures, during support business hours.
Proactively research / locate timely and brand-appropriate sharable content to repost across Twitter, Facebook and Instagram, including but not limited to:
Surfacing and potentially replying or reposting user-generated content.
Surfacing and replying to pop culture and “newsjacking” opportunities
Supporting and expanding proactive social listening to:
Identify opportunities to create more personalized, near real-time customer- influenced content
Pinpoint emerging customer trends to elevate as wider call-to-action / user-generated brand advocacy
Locate and support “newsjacking” opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration
Provide complete, accurate and timely customer engagements that are on-brand and on-message via Facebook, Twitter and Instagram, including service and support related to brand awareness and advocacy
Identify additional key trends and insights in user needs via qualitative and quantitative feedback to help increase CX support efficiencies and drive success; recommend new content or effective solutions, based on observations, trends, and information gathered from digital support provided and community insights
Provide accurate and relevant feedback on processes, tools and issue drivers to internal departments and/or clients (as requested)
On a daily and weekly basis, utilize client reports and other available data for digital customer support management and any related reporting tasks
Minimum Experience Level
1-3 years of customer service team management experience or experience working in a related industry; prior digital customer support experience highly preferred.
Strong understanding of social networks and social media, including similarities and differences between channels/platforms.
Strong knowledge of digital support channels, including social media networks, social messaging apps, chat, community forums, consumer review sites, self- service content, and e-mail
Previous experience with social media management tools, Adobe Analytics, SASS and CRM
Matric / Grade 12 / National Senior Certificate
Advanced Diplomas/National 1st Degrees
Technical / Professional Knowledge
Excellent written and verbal communication skills, comprehension skills and thorough attention to detail
Client Centred Design
How to Apply
For more information and job application details, see; Nedbank Digital CX Lead Jobs in South Africa
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