Team Member, Customer Experience at Coronation Insurance Plc

Reports to: Head Customer Experience

Job Purpose

• Support the implementation of a customer-oriented service culture within the organisation.

Key Responsibilities (Principal Duties & Responsibilities)
Customer Experience Strategy:

• Support the implementation of a customer-oriented service culture, with specific emphasis on customercare, protection and convenience
• Identify and implement initiatives to consistently Improve the Coronation Insurance experience
• Develop and test new strategies for driving customer value and provide the ‘customer’ perspective to allinitiatives / projects.

Analytics and Service Measurement:

• Support implementation of programmes that promote continuous improvements to quality and customersatisfaction for all products
• Champion innovation and adoption of systems and processes to improve service quality andproductivity
• Identify ideal customer profiles and map customer journeys to identify the gaps in customer and brand experience across all touchpoints/products/services.
• Liaise with internal teams to ensure that gaps in the customer experience- irrespective of where theyoccur in the journey – are plugged
• Raise red flags wherever the business process needs correction to ensure the customer has aseamless experience with the company
• Identify actionable metrics to continually refine and improve the customer experience
• Collect, track and analyze customer feedback and suggest improvements internally based on theinsights gathered
• Measure and report on key CX metrics such as CSAT, NPS, CES etc. and develop strategies toimprove same
• Work with the technology teams to ensure a seamless customer experience across all touchpoints
• Continuously review and suggest improvements to organisational processes, with the overall aim ofimproving the customer experience

Complaints Management and Issue Resolution:

• Track and report all isolated cases of service failure and exceptional service delivery identified within theorganisation
• Implement effective complaints and dispute resolution mechanisms at all delivery points
• Identify escalated issues and track resolution.

Customer and Employee Education:

• Support the development and implementation of programmes to continuously educate employees onthe impact of exceptional customer experience and strategies to achieve same
• Foster an understanding throughout the organization of the customer journey, pain points, servicepromise, KPIs, etc.
• Continuously support the implementation of initiatives to keep internal and external customers informedof new products/service offerings
• Customer Advocacy and Engagement
• Work with Marketing and Communications team to develop and launch campaigns that help improvecustomer satisfaction, loyalty and brand image
• Map customer journeys and implement mechanisms to proactively address identified pain points
• Define and implement an effective customer engagement plan.

Contact Centre:

• Promote and optimize the use of the Contact Centre as a critical touch point for handling customer requests, understanding transaction/behaviour needs and as a profit centre (lead generation/up/crossselling)
• Train/coach agents/staff to develop/imbibe excellent call handling skills.

Key Performance Indicators

• 85% CSAT score
• NPS Score ≥30
• <5% customer attrition rate
• 100% resolution of all reported
• complaints(KPI list is not exhaustive).

Requirements
Minimum Qualifications:

• Bachelor's Degree in any discipline
• Minimum of 2 years relevant experience in Financial Services working in
• CustomerService, Customer Experience or any Service-oriented role

Competency and Skill Requirements:
Core Skills:

• Customer Excellence
• Problem-solving and Logical Reasoning
• Oral and Written Communication
• Planning and Organising
• Customer Relationship Management
• Goal/Result Orientation
• Customer Understanding
• Integrity
• Self and People Development
• Insurance Industry Knowledge
• Technology Proficiency.