A well-established client in the InsureTech industry who deliver innovative insurance solutions into Africa are recruiting 3 Intermediate Business Analysts to join the team in the Customer Experience environment working remotely.
The purpose of the role is to create, evaluate and optimize existing capability – Process, People, Systems, data - as it relates to the Company Customer Value proposition across all markets. The Goal is to create and maintain an effortless customer experience which results in enhanced experience, customer advocacy and increased revenue across the Company.?
- Perform Business Analysis at various levels of the organisation – From Enterprise though to Systems Analysis – given the nature of the business – Tech business.
- Analyse the opportunity or problem and Articulate the Business Case/Project Proposal for enhancements/optimisations and new initiatives
- Analyse and prepare detailed requirement documentation related to the impacted users, process, data, and systems and in accordance to company standards and manage traceability throughout the SDLC.
- Be flexible to work in either AGILE or Waterfall methodology.
- Support the handovers into Design Authority for both High Level Design and Detailed Design activities given the various stages of implementation methodology
- Analyse and design customer experience and associated journeys as it relates to product proposition and technological enhancements across channels and touch points as part of initiative implementation as well as continuous improvement.
- Work closely with sales, marketing, claims as well as IT to analyse, design and document back-office user journeys as it relates to enhancing existing or introducing new capabilities or systems into the Company Eco-System.
- Support the development of Test Plans and execution of acceptance tests based on acceptance criteria, verifying stories/requirements meet criteria
- Participate (where required) in User Acceptance Testing and Training of Trainers where required
- Mine data and analytics, as well as other available Company Customer insights, to determine areas of Improvement across the Company value propositions – i.e. Customer Journey or Product Proposition and associated back office processes.
- Conduct post implementation reviews on initiatives.
- Provide expertise and coaching in Frameworks used, tools and methodologies to ensure the correct and efficient application of methodologies to all the Company operations across the group.
- Lead communication, customer experience programs and develop innovative approaches to incorporate the voice of the customer into our business.
Qualification & Experience
- Degree is essential
- Continuous Improvement related qualification (Essential) (preferred in Lean Six Sigma Green Belt/ Black Belt)
- A minimum of 3-5 years’ experience in Continuous Improvement management is essential
- 1-2 years Management experience is an advantage
- A minimum of 5 years relevant experience in the telecommunications/Insurance industry is essential
- USSD optimization experience is a must
- Experience with analysing large data sets
- Experience in building Customer Journey maps, Frameworks, Retentions strategies and persona mapping is advantageous
- Experience in financial modelling beneficial
- UX/UI knowledge beneficial
- Working experience across African markets beneficial
- Client Centric
- Strategic Thinking
- Collaboration
- Lead with Influence
- Innovation
- Personal Mastery
- Implementation and Execution mind-set
- Attention to detail
- Conceptual thinking
- Self-starter
- Flexibility in approach
