Job Vacancies at Old Mutual

Job Description

To analyze customers’ feedback, determine their satisfaction and interpret the results to the management. Leverage data to develop solutions that enable the achievement of a strong Customer Value Proposition (CVP).
Monitor Customer Experience performance to enable consistent superior delivery. Lag indicators of this are such as growth in retained customer numbers, persistency, Customer Satisfaction Index, NPS & TCF Index

Customer Data Analytics & Reporting

• Applying a mix of qualitative and quantitative analysis techniques you will produce insights that help businesses improve the customer experience through the call centre and ultimately increase conversion.
• Provides analytical support for multiple, complex cross-functional projects simultaneously, establishes work plans and timelines; coordinates with internal and external resources.
• Oversees the execution of analytic projects - from data extraction and collection, to data compilation, cleansing and analysis.
• May support non-Speech-Analytics reporting & query-building, as needed.

Operational Delivery

• Supports in the improvement of processes, systems or products to enhance performance of the job area.
• Provide recommendations on proper survey design and research methodology across multiple channels (e.g., email-to-web).

Cross-Functional Stakeholder

• Partner cross-functionally to advise and support key business stakeholders with ongoing ad hoc research and reporting needs.
• Translate moderate to complex customer data into actionable insights and deliver to stakeholders to enable achievement of customer experience goals.
• Partner with the business, identify needs, create mockup, review with the head of Customer Experience and present to the business as needed.

Line of Business Customer Experience

• Responsible for being a data driven customer advocate who knows how to both understand the customer and create the solutions they want.
• Build and manage a best-in-class Insights practice that promotes the needs of customers and, by extension, support the needs of business. Builds and continuously improves processes to gather customer insights in order to identify growth opportunities and optimize efficiencies.
• Leverage primary and secondary research, analytics and market insights to understand what matters to customers and bring these insights into various teams within UAPOM Group to create customer-obsessed experiences.

Skills

Analytical Thinking, Customer Needs, Quantitative Analysis, Researching, Solutions Development, Statistical Analysis Techniques

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Job Description

This role is accountable for conceptualising, designing and implementing strategic plans through the effective management of projects and or team/s through Data Analytics. Compiles 1-3 year plans for Agile Project Teams, based on broader business plan. To promote our leadership behaviours and focus on talent development.

Key Result Areas

Strategic

• Enables through Data Analytics and Data Science, the Chief Data and Analytics Officer on delivery of designated projects, managing the implementation of the agreed deliverables.
• Sets and communicates strategic direction, excites people around the vision and goals and aligns diverse, cross-functional and cross-border teams to achieve success.
• Lead projects and provide strategic direction across the account to deliver a superior client experience.
• Collaborate and influence internal stakeholders to make decisions that positively impact return on investment; provide subject matter expertise on leading best practices.
• Leveraging agile ways of working in creating cross-functional multi-disciplinary teams to deliver return on investment in a Customer Centric business.
• Directly responsible for a team of 10-15 data analytics and data science professionals. Collaborating directly with data engineering teams.
• Business Translator:  Bridging the technical expertise of data engineers and data scientists with the operational expertise of business

Customer

• Collaborate with business to articulate business challenges and translate these into actionable initiatives.  Communicating and present analysis results to key stakeholders across organisational levels
• Accountable for thought leadership and best operating practice in response to external an internal environment in the area of Data and Analytics. 

Operational Effectiveness

• Manages day-to-day deliverables of agile delivery teams on designated projects.
• Leads delivery of team based on the SLA and identifies and addresses any areas of concern in outputs.
• Builds a high performance culture by cultivating individual and team strengths; drives outstanding client service, often through large cross-business and/or cross functional teams.
• Ability to employ a business-oriented mind-set and use data-driven solutions to drive transformation agenda and achieve results

Management Effectiveness

• Defines and implements best operating practice in Data Analytics as well as provide thought leadership on Data Analytics
• Defines performance parameters (including balanced scorecard) and measurements for area under supervision.
• Holds first line managers accountable for managerial work, including selection, performance management and talent management
• Drives operational excellence through area of supervision.
• Focus on talent development to sustain pipeline and creating future capability
• Creates a climate for optimal performance
• Guides and directs staff to achieve operational excellence standards.
• Manages performance.
• Manages a team of up to 10 specialists in the data analytics field or project manages work streams relating to field of expertise

Requirements: Skills, Qualifications and Experience required

• Matric with relevant tertiary qualification (MBA or BSc / BBus Science / BCom)
• 10+ years’ experience in analytical or statistical environment
• Minimum of 5 years demonstrated, relevant experience in a large, complex organization preferably in the financial services industry
• Proven experience with customer journeys, demonstrated strong skills in data science, analytics & statistical modelling
• Good appreciation of customer experience
• Experience working in a collaborative multi-disciplinary team within an interactive process and/or an Agile development methodology
• Ability to thrive in a fast-paced environment, comfort in a dynamic and fast-moving work environment.
• Excellent communication skills
• Ability to build relationships and engage with various stakeholders to drive value proposition.

Competencies

• Collaboration (Relating)
• Customer First
• Execution
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)
• Strategic

Skills

Deliverables Management, Leading Project, Strategic Planning