Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za
Disclaimer
As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
To operationalise the Client Experience and Voice of the Client (VOC) programme across Service and Operations by ensuring the effective delivery, management, analysis and utilisation of client feedback and experience data. The role translates client feedback, VOC results, complaints trends, operational data and other client experience measures into meaningful and actionable insights. It facilitates solutioning with relevant stakeholders, drives agreed improvement actions, monitors implementation and measures the impact of interventions on client experience and business outcomes. The role acts as a key voice of the client within Service and Operations, ensuring that client needs, pain points and expectations are understood and considered in operational decision-making and continuous improvement.
Requirements
- Bachelor's degree in Business Management, Marketing, Commerce, Customer Experience, Data/Analytics, Research or a related discipline
- A qualification or formal training in Customer Experience, Voice of Customer, Market Research, Data Analytics, Design Thinking or a related discipline would be advantageous
- Relevant CEM/CX methodology training would be advantageous
- 5–7 years' relevant experience, preferably within financial services, insurance, banking or another complex customer-facing environment, including:
- 3–5 years' experience in VOC, customer/client experience, customer insights, analytics, service improvement or a related discipline
- Experience in managing the operational delivery of a VOC or customer feedback programme
- Experience analysing customer/client feedback and operational data and converting findings into actionable insights
- Experience with survey design, customer research and VOC platforms
- Experience facilitating stakeholder workshops and improvement initiatives
- Experience in journey mapping, Root Cause Analysis and continuous improvement
- Experience managing external service providers would be advantageous
- 1–3 years' experience in people leadership, team coordination or functional leadership, where applicable
- Experience working within a regulated financial-services environment would be advantageous
Duties & Responsibilities
INTERNAL PROCESS
- Effective day-to-day operation of the Metropolitan VOC programme.
- Accurate and timely VOC reporting and dashboards.
- Actionable, story-driven client insights.
- Identification and prioritisation of client pain points.
- Insight-to-action plans with clearly allocated accountability.
- Tracking and reporting of improvement actions.
- Evidence of measurable impact from implemented interventions.
- Effective VOC survey and ad hoc research delivery.
- Quality-assured VOC data and reporting.
- Improved stakeholder awareness and utilisation of client insights.
- Effective management of VOC systems and service providers.
- Continuous improvement of VOC processes and methodologies.
- Development of client experience capability within Service and Operations.
VOC Programme Management and Operational Delivery:
- Manage the day-to-day operational delivery of the approved Voice of the Client (VOC) programme.
- Ensure VOC activities, surveys, feedback mechanisms and reporting are delivered according to agreed standards, timelines and service levels.
- Manage the administration and effective utilisation of VOC platforms and supporting systems.
- Monitor response rates, data quality, survey performance and programme outputs.
- Coordinate VOC programme activities across relevant Service and Operations stakeholders.
- Identify operational issues, gaps and opportunities within the VOC programme and implement appropriate improvements.
- Maintain appropriate programme documentation, processes, operating procedures and activity plans.
- Ensure effective governance and quality controls are applied across VOC activities.
CLIENT SERVICES
Client Insights, Analytics and Reporting:
- Analyse VOC, CSAT, NPS, customer effort, complaints and other relevant client experience data.
- Identify trends, themes, pain points, root causes and emerging client experience risks.
- Combine client feedback with operational and business data to provide meaningful insights.
- Translate data into clear, concise and story-driven insights for stakeholders.
- Develop dashboards, management reports and insight packs appropriate to the audience.
- Highlight significant movements, risks, opportunities and areas requiring management attention.
- Provide regular reporting on client experience performance and agreed measures.
- Ensure insights are supported by reliable and appropriately interpreted data.
- Action to Action And Continuous Improvement:
- Facilitate the conversion of client insights into practical improvement opportunities.
- Identify and prioritise client pain points based on client impact, business impact, risk and operational feasibility.
- Facilitate solutioning and improvement workshops with relevant stakeholders.
- Support Root Cause Analysis (RCA) to identify underlying drivers of client dissatisfaction.
- Develop and maintain agreed action plans with accountable business owners.
- Track actions to completion and escalate delays, risks and barriers where required.
- Support the identification and analysis of client journey pain points within Service and Operations.
- Collaborate with business partners to understand the current client experience across key journeys.
Client Journey Mapping:
- Support the mapping, assessment and improvement of client journeys where required.
- Apply Design Thinking and other appropriate CX methodologies to support problem-solving.
- Facilitate outside-in thinking by bringing the client perspective into operational improvement initiatives.
- Support the implementation of agreed journey improvements within the relevant area of responsibility.
- Monitor the impact of journey improvements on client outcomes.
PEOPLE
Stakeholder Management and Voice of the Client:
- Act as a credible voice of the client within Service and Operations.
- Build and maintain effective relationships with internal business partners and external service providers.
- Partner with Consumer Insights and CX Strategy to ensure alignment of VOC activities and insights.
- Provide advice and recommendations to stakeholders on client experience matters within area of responsibility.
- Influence stakeholders to consider client feedback and insights when making operational decisions.
- Communicate complex client insights in a simple, compelling and business-relevant manner.
- Facilitate stakeholder engagement to obtain commitment to agreed improvement actions.
- People Leadership and Capability
- Lead and develop employees within the team where applicable.
- Create a positive, accountable and performance-oriented work environment.
- Provide coaching, guidance and feedback to team members.
- Allocate work effectively and monitor delivery against agreed objectives.
- Identify skills gaps and implement appropriate development and training interventions.
- Promote continuous learning and the application of Client Experience Management (CEM) methodologies.
- Build capability in VOC, analytics, RCA, journey thinking and insight-led problem solving.
Process, Systems and Operational Governance:
- Ensure relevant VOC systems, tools and processes are effectively managed.
- Develop and maintain process documentation, operating procedures and user guidance where required.
- Identify opportunities to simplify and improve VOC processes and ways of working.
- Support implementation of appropriate quality assurance controls.
- Ensure data, reporting and operational information are managed accurately and responsibly.
- Identify operational risks and communicate these through the appropriate governance forums.
- Ensure activities comply with relevant organisational policies, regulatory requirements and governance standards.
FINANCE
- Operate within approved budgets and delegated financial authority.
- Monitor expenditure associated with VOC platforms, research, service providers and related activities.
- Identify opportunities to improve cost effectiveness and operational efficiency.
- Provide input into budget planning and resource requirements.
- Manage external service providers within agreed contractual and service-level requirements.
- Identify and escalate financial or resource risks that may affect programme deliver.
Competencies
- Business Acumen
- Customer/ Stakeholder Commitment
- Drive for Results
- Leads Change and Innovation
- Collaboration
- Impact and Influence
- Self-Awareness and Insight
- Diversity and Inclusiveness