Customer Experience: Junior Specialist Jobs

Job Purpose

To provide operational, analytical, and reporting support by managing data quality (including cleansing, integrity, enrichment, and information flow). This role ensures the effective handling of the data lifecycle for a Business Unit, improving customer experience and compliance.

Education and Experience

Minimum Qualification & Experience Required

• Bachelor’s Degree / Advanced Diploma (NQF 7) in Statistics with 5 – 7 years’ experience in CX Metrics (CXI, VOC, Net Sentiments), Customer Excellence, System and API Integration or similar environment, including 2 – 3 years at a technically skilled level.

Alternative

• Senior Certificate (NQF 4) and 10 years experience in CX Metrics (CXI, VOC, Net Sentiments), Customer Excellence, System and API Integration, including 2 – 3 years at a technically skilled level.

Job Outputs

Process

• Gather inputs from employees about customer experiences, analyze them, and propose initiatives for improvement.
• Provide inputs into system development and improvement life cycles, including planning activities for usability studies to assess ease of doing business with SARS across channels.
• Gather information, analyze customer pain-points, and identify opportunities for improvement.
• Apply research governance standards, procedures, and legislation correctly in all work outputs.
• Compile reports with actionable recommendations by segment, products, and metrics for management.
• Develop an understanding of customer needs and insights for online and self-service user experiences.
• Consolidate customer experience information and develop activities for implementing customer experience metrics successfully.
• Contribute to mapping segment customer journeys by channel and products to identify pain-points and bottlenecks.
• Conduct customer experience benchmark studies with relevant revenue authorities to improve value for customers.
• Accumulate information to review work progress, providing input for reporting, decision-making, and identifying improvement opportunities.
• Apply practical knowledge to identify trends and potential risks using methods, systems, and procedures.
• Communicate situational interpretations and judgments on work outputs and queries in your area of specialization.
• Apply policies, practices, standards, procedures, and legislation correctly in work outputs.
• Draw on knowledge and experience to diagnose symptoms, causes, and effects to solve emerging problems.
• Initiate process and procedural changes, implement them, and provide guidelines and support for new requirements.
• Plan for value-added process improvements, initiatives, and services to meet operational strategy and objectives.
• Provide specialist input by investigating opportunities for operational, process, product, and risk optimization.

Governance

• Implement and provide input into governance processes, systems, and legislation in your area of specialization.

People

• Develop and maintain productive working relationships with peers and team members to achieve objectives.
• Search for, integrate, and share new knowledge from formal and informal learning opportunities in your role.

Finance

• Adhere to organizational policies and procedures to ensure cost effectiveness and reduce financial costs.

Client

• Contribute to a culture of service excellence that builds positive relationships and allows for feedback and exceptional service.
• Provide authoritative, specialist services, expertise, and advice to internal and external stakeholders.

Behavioural Competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Orientation
• Customer Service
• Fairness and Transparency
• Honesty and Integrity
• Information Seeking
• Organisational Awareness
• Stakeholder Engagement and Management
• Problem Solving and Analysis
• Respect
• Trust

Technical Competencies

• Business Knowledge
• Creative and Innovative Thinking
• Data Collection & Analysis
• Customer Relationship Management
• Effective Business Communication
• Efficiency Improvement
• Functional Policies and Procedures
• Reporting
• SARS System Products