Duties will include:
- Support the Manager, Product Development and Client Experience to define, design and monitor a compelling and consistent end-to-end client experience (using multiple channels) to deliver on the strategic plan.
- Utilise analytics, design and seek client feedback mechanism to inform the design of company's client experience
- Collaborate with internal stakeholders to ensure clarity on roles, responsibilities and hand-offs between the various areas involved in the client experience
- Clearly articulated end-to-end client experience identifying all channels and hand-offs, with roles, responsibilities and SLAs
- Client experience dashboard
- Regular reporting and insight on performance in relation to client experience
- Creation and delivery of client experience improvement initiatives