Standard Bank Analyst, Customer Experience Jobs in South Africa

Standard Bank Analyst, Customer Experience Jobs in South Africa

Job Purpose

  • Assist in the implementation of client Services strategy, philosophy in order to enable the delivery of Merchant Solutions strategic goals. Manage interaction with customers, internal stakeholders, and value chain partners that assist in the development of customer centric solutions, delivery of communication and the associated product collateral.

  • Manage and provide input into customer engagement and communication strategy, to facilitate customer communication on the correct channels to retain customers whilst attracting new ones in a professional manner

    Key Responsibilities/Accountabilities

    Support in customer interactions in order to understand their needs and formulate opinions and approaches to improve customer experiences with the product/service.

    • Provide guidance to team members on customer insights and further analysis required.

    • Manage metrics in order to measure customer experience to product developments and assist the team(s) to implement changes to the UX based on insights gathered from data.

    • Perform user research and task analysis and translate findings into design inputs.

    • Work closely with Manager, User Experience, product managers, technology leads, and third parties to ensure user experience is incorporated into product design elements.

    Manage the UX function to drive channel utilisation, satisfaction and competitiveness

    • Be knowledgeable with most aspects of the products/services and their features to inform customer experience

    • Demonstrate an understanding of device/ecosystem platforms

    • Take demand from customers through the contact centre, value creation and sales team for prioritisation of product enhancements and requested changes post initial implementation

    • Provide support of customer interface into the organisation for Merchant Solution and Platform Services. To ensure that the developed products feasibly solve for the identified customer and targeted market needs.

    • Provide input into the Product Teams to inform their product strategies and product development cycles by providing subject
    matter expertise, customer and market expertise

    • Provide input and deliver against customer communication and engagement plan

    Develop solid relationships with internal business partners to ensure smooth delivery of agreed business objectives and projects

    • Develop solid relationships with external business partners to ensure smooth delivery of agreed business objectives and projects

    • Work closely with UX teams to align Merchant Solutions and Platform Services to the organisations UX design strategy.

    • Work with cross-functional teams to create innovative user experiences for new and extended product/service offerings.

    • Internal business partners include but not limited to: Finance, Sales, Shared Services Operations, Payments Team, CIB, Commercial, RBB, Marketing, Personalisation team

    • External stakeholders include card schemes, customers, device vendors and software development team

    Minimum Qualification and Experience

  • Experience of working with multiple teams within the bank to solve for customer problems and requirements.

  • Experience in managing multiple client interfaces and dealing with variable issues. Displays an understanding of the bank’s various IT systems and IT processes.

  • Experience in managing relationships with business stakeholders. Knowledge in managing vendor contracts / outsourced relationships.

  • Management of stakeholder relationships, both internally and externally to manage delivery of products and services

  • Degree

    How to Apply

  • For more information and job application details, see; Standard Bank Analyst, Customer Experience Jobs in South Africa

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