Job Description

This role will help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The role will visualize the gap between customer expectations and their actual experience with us. This will help us connect and engage with clients at every touchpoint in the customer journey and programmatically improve their experience with Santam.WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?Drive a comprehensive Voices of the Experiences strategy, including ownership of VOX Tools survey platform.Drives strategies and execution of plans to advance customer advocacy across channelsDevelop standard process for measuring insights across journeys steps and customer successShares the Voice of the Customer (VOC) - including the needs of current and future customers, to executive leadership within the organizationProject manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools, including NPS, CSat and ESat.