Customer Insights Specialist

What will you do?

A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.

The purpose of the Customer Insights Specialist is to oversees and enhances all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations.  The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real time data. 

To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. 

The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.

What will make you successful in this role?

• Drive a comprehensive Customer Insights like Voices of the Experiences, Journey Mapping strategy, including ownership of Tools used
• Drives strategies and execution of plans to advance customer advocacy across channels 
• Develop standard process for measuring insights across journeys steps and customer success
• Shares the Voices of the Experience (Customer, Employees, Broker and Suppliers) - including the needs of current and future customers, to executive leadership within the organisation
• Merging all insights across the business and using them to provide the business with comprehensive insights across all functionalities.
• Develop and deepen an understanding of VOX, journey mapping and insights, products, and offerings to ensure the effective delivery of insights 
• Develop and leverage partnerships, both internal and external and uses networks to maximise and meet business goals 
• Driving the development of customer insights to make positive changes that will positively affect the customer experience across channels 
• Prepare reporting and presentation for different levels of management sharing insights and recommendations on changes to potentially improve product and services.
• Share VoX results to leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organised customer communications
• Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
• Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc including ownership of VOX and JM Tools survey and mapping platforms
• Drives strategies and execution of plans to advance customer advocacy across channels 
• Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
• Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
• Conduct research within internal teams or with external partners to understand the customer and partner journey
• Make recommendations for operational improvements by analysing quality performance
• Collaborate across Santam Group business units to develop the ‘What good looks like’ models

Qualification

• Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
• Net Promoter Certification is advantageous

Knowledge and Experience

• 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
• 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
• Proven experience implementing new customer experience processes and standards
• Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
• Familiarity with CRM and D365 Customer insights model
• Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
• Demonstrated passion for Customer Experience and acting as an advocate for customers
• Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience designing and developing Tableau reports
• Shown experience delivering customer insights that drive key performance metrics
• Experience in impact modelling, regression analysis, cluster/factor analysis

Skills

• Strong critical thinking, influencing, and relationship management skills
• Have excellent written and communication skills
• Able to work, prioritise and lead multiple initiatives simultaneously with minimal supervision
• Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
• Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
• Comfortable working through large data sets of information and aligning data across systems and sources
• Strong project management and change management skills
• Advanced MS Excel / PowerPoint experience
• High competency in surveying principals and methodologies
• Customer centric
• Excellent negotiation skills
• Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Facilitation of workshops, decision-making and actions to enable teams to agree next steps
• Ability to effectively deal with conflict situations
• Ability to be organised while working in a complex, fast-paced and dynamic environment

Core Competencies

About The Company

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you.