Absa Bank Banking Jobs in Johannesburg
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Job Summary
To investigate, analyse and understand Voice of Customer data to develop solutions to customer service challenges
Job Description
Research
- Help with research design proposals for business areas and clusters, ensuring an understanding of business requirements
Presentations and reporting
- Prepare presentations according to data insights and analytics. Reporting accordingly to the relevant stakeholder audience for impact – this includes a compilation of Customer insights reports & standard daily / weekly environmental scanning reports for distribution to internal audiences across a range of topics.
Performance
- Compile quarterly / monthly performance reports against targets set for all CEM strategic/tactical measurements
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Customer Service Surveys
- Ensure that data required by the survey house is received on time and accurate.
Review reports on problems identified. Assist with the data extraction and administration of survey information for the annual Customer Experience Measure (CEM) survey.
Statistics
- Collection and consolidation of weekly, monthly and quarterly statistics.
Vendor Management - Manage invoices, and track management costs and expenses against the approved budget. Managing contact listings process into the CX vendors with internal extraction areas. Checking fieldwork progress against timelines per Quarter (1 through 4) – managing on-time delivery/escalation process to Vendor / R&I management
Competitor Intelligence - Liaising with Competitor Intelligence Partners in BUs as per audit schedule to include relevant product and channel information in the portal & the quarterly updating of competitor profiles via desktop research on competitors
Qualifications
- Degree / Diploma in research
- 2 years of previous research experience
Education
- Higher Diplomas: Business, Commerce and Management Studies (Required)
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