Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty.Job PurposeTo gather customer insights, conduct analysis, redesign, development, deployment, monitoring, and measurement of outcomes for all iterations of the Client Journey.Key Responsibilities/AccountabilitiesCustomer Journey As-Is system understandingAssimilates all value stream maps and provides visualisation for the entire client journey.Engages with stakeholders across the value chain, front to back, to gain an in-depth understanding of the as-is processes and pain points in order to identify potential opportunities for factors such as unit costs, labour input, process costs, economies of scale) as input into MVPs and overall client journey.Ensures best practices are analysed and understood to see how these can be incorporated and leveraged in the target state. Identifies value and non-value added activities in the journey ecosystem. Stays abreast of best practices for relevant processes and MVPs and informs the target state accordingly.Establishes baseline measurements of the as-is systemic state of Client Journeys.Defines customer pain-points, customer’s emotional journey and unmet needs based on qualitative customer research and existing Standard Bank data. Obtains and interprets customer data in order to develop value propositions to be tested and developed.Reviews competitor baselining to establish best practice benchmarking in comparison to Standard Bank current state.Documents the as-is IT landscape in order to define the capability gaps as input into the development of the client journey.Defines high level opportunities for automation / intelligent automation (robotics).
Responsibilities + Skills
Achievement of financial objectivesSuccessful delivery and implementation of the client journeyIncreased user and customer take upCustomer satisfaction ratings
Develops proposed end-to-end target state client journey (conceptual and detailed view).Works with Solution Architect to establish technology feasibility of all proposed features to ensure alignment to broader IT Architecture.
Business related qualification essentialBSc Comp Science, B.Com Informatics degree - preferred