Nedbank Digital CX Lead Jobs in South Africa

Nedbank Digital CX Lead Jobs in South Africa

Job Purpose

  • Our 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.

    Job Responsibilities

  • 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

    Essential Qualifications

  • NQF Level

  • 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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