Role details

Customer Officer

Johannesburg   •   R750,000 - R1,200,000   •  Permanent

Bullet points

  • Senior Customer Officer, Global Insurance Company
  • Senior Customer Officer, South Africa

About Our Client

American International Group, Inc. (AIG) is a leading global insurance company. Tracing its roots to a company started in Shanghai in 1919, today AIG provides a wide range of property casualty insurance, life insurance, retirement products, mortgage insurance and other financial services to customers in more than 130 countries and jurisdictions. AIG's diverse offerings include products and services that help businesses and individuals protect their assets, manage risks, and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange under the symbol "AIG".
AIG Commercial Insurance is a leading provider of insurance products for commercial and institutional customers through one of the world's most far-reaching property casualty networks. AIG Commercial Insurance offers one of the industry's most extensive ranges of products and services, through its diversified, multichannel distribution network, benefitting from its strong capital position.
AIG Consumer Insurance is a premier provider of insurance products for individuals and families including select consumer property insurance offerings, life insurance protection, and retirement products. AIG has one of the largest life insurance, annuity and retirement services businesses in the United States with one of the broadest distribution networks and most diverse product offerings in the industry. AIG Consumer Insurance

Job Description

The role holder will be responsible for the management and cross functional coordination of the following topics:

1)Manage the customer experience programmewithin their business, ensuring that customer feedback (derived from multiple sources) is collated, distilled and analysed into insights and then used to drive change in the organisation for the benefit of both customers (consumers or producers) and AIG. This Includes

o Defining the priority with which different customer experiences should be addressed

o Setting up and running the technical aspects of customer feedback collection and reporting

o Undertake the analysis and categorisation of customer feedback (from surveys, complaints, call centres, etc.) in order to understand the root causes of customers' issues.

o Establishing the governance of the programme in order to ensure that working groups define the actions necessary to address the customer issues and a senior, cross functional steering group is established to agree action plans and oversee implementation.

o Ensuring that the impact of actions taken is measured, collated and reported upon In order to ensure that the business case for Customer Experience is understood

o Undertaking customer journey mapping, drawing from this an understanding of customer pain points and commercial opportunities within the customer experience. Use this analysis to establish appropriate journey KPIs, dashboards and targets through which the experience can be understood and managed

o Based upon the journey maps, defining quick wins and other improvements through which to improve the customer experience and deliver commercial benefits

o Establish processes to "close the loop" with customers responding to surveys - i.e. ensuring that detractor customers are contacted to better understand their concerns and ensure that they are addressed

2)Define and deliver the customer insights activities in support of the business' objectives. This should include both analytical and research activities and, through the synthesis of these, development of the customer understanding to drive change initiatives at either a tactical or strategic level. Specific aspects that would be covered

o Insights in support of segment management, product development and customer experience initiatives

o Effective management of agencies for the production of these insights including both market research and analytical suppliers. This includes ensuring that agencies are effectively made aware of and respond to local business context.

o Selection of appropriate insight methodologies through which to answer business issues as they arise and act as a an advisor to senior management on this.

o Effective communication in order that action is driven off the back of insights gained. This can include use of film, direct customer immersion, workshops as well as more traditional forms of communication

3)Recommend and implement the processes through which customer loyalty targets to apply at all levels of the organisation

4)Ensure that communications and colleague engagement programmes are put in place to help drive culture change towards customer centricity. This includes the establishment of colleague surveys to ensure that their feedback is used as a measure of progress by senior leadership.

The Successful Applicant

Leadership Skills

 Excellent ability to influence and motivate others

 Excellent ability to manage senior stakeholders, driving action and challenging inaction

 Excellent ability to operate effectively and deliver activities across multiple functions

 Excellent communication skills

 Excellent customer orientation and ability to inspire others to be the same

 Team player and collaborative working style, able to encourage and motivate others to work together

 Can conform to shifting priorities, demands and timelines and make project adjustments accordingly

 Can effectively prioritize and execute tasks in a high-pressure environment

 Strong problem-solving and decision-making skills

 Sense of ownership and accountability

 Ability to think in a creative and innovative manner

Technical Skills and Expertise

 Five years of business experience in disciplines of customer experience / customer insight. Experience in the insurance industry a plus.

 Excellent change management skills, derived in a corporate environment

 Project management / organizing multi-functional work teams

 Process development and planning

What's on Offer

R750,000 - R1,200,000 with flexibility in terms of benefits provided plus an annual performance incentive

Apply for this job

Click the Apply or LinkedIn button below or contact Waldo Bakkes on +27 11 303 8315 quoting job reference 14565
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