Job Purpose:
The role holder will be responsible for delivery of a holistic Voice-of-Customer and Customer Insights Programme to embed a data-led, customer-centric culture in Equity group.
This role will also be responsible for CX KPI monitoring and tracking, working cross-functionally to ensure that we are capturing the voice of customers across all customer interaction points and subsidiaries and generating strategic customer and market insights to drive a best in class experience model.
Key Accountabilities (Duties and Responsibilities)
Financial (25%)
Implement a Consumer Experience Analytics framework that will continuously deliver:
Internal business processes (35%)
Data driven insights
Engage
Collaborate
Strategy
Regulatory
Customer (25%)
Customer Touch Point Quality
Learning and growth (15%)
Stakeholder empowerment
Qualifications
Academic:
Professional:
Desired work experience:
Technical Competencies:
Behavioral Competencies:
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