Requirements:

Minimum three years’ experience in client experience management or an equivalent innovation role,
Exposure to client experience practices and principles such as client journey mapping;
A background in client experience, user experience and visual or communication design; and experience in leading game-changing client experience initiatives.
A basic knowledge and understanding of behavioural and client psychology and its practical application (preferred).
A proven track record with evidence of improved client experience delivery.
A relevant diploma or degree (preferred).

Role and Responsibilities:

You will need to draw on your expertise to redesign the client journey and identify challenges and opportunities in our current processes across all touch points.
By radically rethinking the experience, you will need to understand clients as individuals and provide them with the value they seek.
You need to understand both client needs and the root causes of client experience issues, and then develop the appropriate experiences.