Client Experience Specialist (CPT/JHB)

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za

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Role Purpose To support the Client Experience and Insights Lead in the operationalizing of an innovative, insights led client experience strategy to enable Metropolitan’s client value proposition and strategic direction. The term customer refers to both clients and advisers, recognising that the role, amongst others is responsible for designing, managing, and improving experiences, journeys, and outcomes for both stakeholder groups.

Requirements

• Bachelor’s degree in Business, Marketing or a related discipline, Hons degree advantageous
• 3+ years’ experience in delivering innovative and client-centric client experience design
• 3+ years’ working experience in financial services, retail, or a related consumer-facing industry
• Experience in applying CEM Methods and Design Thinking towards problem definition and/or creative problem-solving
• Demonstrable experience in lateral thinking for application in a business context
• CEM Methodology accreditation advantageous

Duties & Responsibilities

• Plan, execute, and facilitate client-centered design processes across multiple projects, capturing the client’s voice and collaborating cross-functionally to deliver meaningful client experiences.
• Enable and maintain an appropriate Metropolitan wide Client Experience framework in alignment to the Client value proposition, addressing objectives, metrics, principles, and approaches.
• Work closely with internal and external client insights professionals to understand insights, interpret client needs and identify actionable insights from a client experience best and next practice point of view.
• Map client journeys across the clients Life Cyle to identify gaps in the client experience across all touchpoints, encompassing interactions, transactions, and engagements, with the clear output of improving the overall experience.
• Translate client needs into client solutions across the Client Life Cycle using creative problem-solving.
• Collaborate closely with stakeholders across all business functions to improve client experiences across channels, products and touch points.
• Collaborate with internal stakeholders to address and rectify gaps in the client experience throughout the customer lifecycle, ensuring a seamless and cohesive experience for clients.
• Implement client-centered design methods to meet needs effectively, continuously improving design processes.
• Define specific design goals aligned with brand values, measuring impact on strategic and tactical metrics.
• Co-create innovative client experiences in alignment to the Metropolitan client value proposition using market analysis and client feedback, and considering technical constraints or opportunities and relevant client legislation (such as treating clients fairly).

Competencies

• Innovation mindset
• Creative problem-solving
• Novel and adaptive thinking
• Experimentation mindset
• Curiosity
• Client focus
• Emotional intelligence
• Business Acumen
• Client/ Stakeholder Commitment
• Drive for Results
• Effective collaboration, including virtual collaboration
• Embracing diversity