Journey Design & Management
- Be accountable for the design, execution, measurement and continuous improvement of customer journeys within the Home Loans value chain across internal and external channels.
- Design, manage and support the execution, measurement and performance tracking of desired customer journeys across the Home Loans lifecycle, aligned to Nedbank strategy and Cluster priorities.
- Map as is customer and employee experiences to identify short term improvement opportunities that enhance the client journey.
- Proactively identify CX gaps, pain points and experience deltas between proposed and existing journeys.
- Support the rapid execution of small change, high value initiatives that materially improve customer experience outcomes.
CX Delivery & Execution
- Contribute to and support delivery teams in implementing to be customer experiences and experience fixes.
Assist in leading cross functional teams to deliver outcomes related to CX improvements and journey fixes.
Ensure quality, consistency and customer centred outcomes in delivered solutions.
Stakeholder Collaboration
- Collaborate with stakeholders across the Cluster (Product, Operations, Digital, Risk, Group Technology, Marketing and Compliance) to ensure aligned execution and maximum value delivery.
- Engage directly with senior stakeholders and third party suppliers where required, supporting CX driven initiatives.
- Provide CX input and guidance to stakeholders for potential customer experience improvement opportunities.
Workshops, Research & Co Creation
- Support and run CX and journey design workshops to co create desired customer experiences for new value propositions or strategic initiatives.
- Apply client centred design principles to ensure journeys are aligned to real customer needs and behaviours.
- Assist with customer research synthesis, journey insights and opportunity identification.
Methodology, Standards & Tools
- Ownership of CSAT, NPS, CES, complaints, conversion drop-offs, etc from a Home Loans context.
- Help establish and apply best practice, standardised CX methodologies and toolkits across the Cluster.
- Take an active interest in the ongoing development of Nedbank’s Digital, Innovation Design and CX methodologies.
- Provide day to day support to CX and project team members on the application of Nedbank’s client centred design standards.
- Contribute to the conceptual development and delivery of visual design artefacts (journey maps, service blueprints, experience visuals) in support of proposed journeys.
- Ensure visual outputs clearly communicate experience intent, pain points and improvements.
Market Awareness & Continuous Improvement
- Monitor and understand competitor CX activity and market trends to identify opportunities that strengthen Nedbank’s CX capability.
- Support the development of a competitive, high performing CX function within the Home Loans environment.
- Contribute to achieving quality and cost competitiveness, ensuring CX services are benchmarked against industry standards and transparent to customers.
