Client Experience Analyst - Nedbank

Job Purpose

• Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into
• actionable activities. Ensures stakeholders understand how to interpret and apply data

Job Responsibilities

• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
• Stay abreast of developments in the field of expertise, ensuring personal and professional growth.
• Understand and embrace the Nedbank vision and values, leading by example.
• Identify opportunities to improve or enhance processes.
• Add value to Nedbank by supporting the implementation of new processes, policies and systems.
• Contribute to the achievement of team goals.
• Ensure knowledge management, continuity and team success through constructive participation in a diverse team and by sharing knowledge with team.

• Ensure team success.
• Plan and monitor business analysis.
• Ensure business analysis activities, communication approach, requirements management and analysis performance.
• Turn data into information to drive action
• Prepare and support dashboard reports containing VOC and operational metrics that are relevant to specific business units.
• Conduct and document requirements elicitation through brainstorming, prototyping, etc Ensure work is completed to plan.
• Analyze and document enterprise.
• Define the business needs.
• Assess and validate solution, requirements and organizational readiness.
• Define assumptions and constraints, specify, model, organize, priorities, verify and validate requirements.
• Conduct requirements management and communication.
• Report progress on tasks and deliverables assigned through regular feedback sessions.
• Deliver requirements outputs on time.
• Understand stakeholder needs. Participate in stakeholder identification, management and analysis.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Essential Qualifications

Preferred Qualification

Relevant qualification in Business Analysis from one of the IIBA™ Endorsed Education Providers contributing towards future certification (advantageous).

Minimum Experience Level

1 - 3 years working experience (business or IT)

Additional Requirements

• Presents and explains customer data to internal stakeholders
• Project management and prioritization
• Cross-functional collaboration
• Ability to use advance excel/R and relevant tools to analyze data and create visuals
• Use stories to compellingly and effectively present customer feedback to stakeholders
• Well-developed ability to solve data related problems
• Growth + Client experience + Curious Mindset
• Patience & Perseverance
• Self-awareness
• Client Experience
• work with Qualtrics
• power BI
• putting date togather
• working with complaints data
• Heat Map

Type of Exposure

• Built and managed stakeholder relationships
• Completed Reports and Achieved Budgets
• Designed Workforce Planning Solutions
• Developed and Implemented Communications Strategy
• Manage internal process
• Managed Relationships
• Managed Self
• Supported Transformation, Change and continued Improvement

Technical / Professional Knowledge

• Business principles
• Data analysis
• Relevant regulatory knowledge
• Business writing skills
• Project Management
• Relevant Governance controls and regulatory knowledge
• Information Technology concepts
• Usability and GUI techniques
• Problem solving skills
• Modelling (ARIS /UML)
• End -to End Innovation Lifecycle Method
• BA Body Of Knowledge
• Functions specific policies procedures and systems knowledge
• Business Analysis Descipline , Techniques and Practices

Behavioural Competencies

• Applied Learning
• Communication
• Decision Making
• Influencing
• Resolving Conflict
• Building partnerships
• Quality Orientation