Customer Experience Consultant & Junior Product Owner

• Full-time

Company Description

About Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the healthcare needs of corporate and retail clients across South Africa – product offerings include medical insurance, medical aid, gap insurance, Kaelo Money, and employee assistance programmes.

Job Description

The Customer Experience (CX) Consultant plays a pivotal role in ensuring Kaelo Health members and clients are satisfied and engaged. As a product expert, they will be responsible for ongoing evaluation of the customer experience and developing a CX strategy.

The Customer Experience Consultant will be responsible for developing ways to monitor the customer experience to ensure improvements in customer satisfaction, loyalty, and brand recognition.

The Customer Experience Consultant is expected to create outstanding experiences to ensure the business is improving conversion rates, fostering loyalty, and increasing brand recognition.

KEY OUTCOMES

• Ensure customer journeys are holistic, seamless, and relevant.
• Analyse & Ideate: Day-to-day tasks during this phase include reading brand or business strategies, customer analyses, customer trends, and case studies to establish a base understanding of the project before creating material for a cross-functional workshop.
• Direct & Develop: Ideate on and research initial ideas to better define, as well as build a strategy around the customer journeys and touchpoints.
• Validate & Document: Internal or external prototype customer experiences. Document the customer journey and touchpoints to be either replicated or monitored.
• Analyse, improve, and facilitate the creation of customer interactions with a brand or business.
• Review and update member and product documents and communications.
• Product system testing documentation of test results.

SPECIAL REQUIREMENTS

• Passionate about customer service.
• Respectful and patient.

Qualifications

PERSON DETAILS: WORK EXPERIENCE

• Two (2) years' previous experience as a Customer Experience Consultant, Customer Services Specialist, or related position.
• Medical insurance and gap product knowledge.

PREFERRED

• Bachelor’s degree in a related field.
• Two years of experience implementing strategies to ensure customers are fully satisfied.
• Customer service experience and strong project management and time management skills.
• Excellent presentation and communication skills.

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Strict adherence to company philosophy/mission statement/sales goals.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software.
• Experience with technologies and best practices for instructional manuals and teaching platforms.
• Strong project management skills with the ability to supervise multiple projects.
• Good interpersonal skills and communication with all levels of management.
• Able to multitask, prioritize, and manage time efficiently.
• Excellent leadership, team building, and management skills.
• Encouraging to team and staff; able to mentor and lead.
• Excellent verbal and written communication skills.
• Able to analyse problems and strategize for better solutions.