Customer Value Proposition Specialist

Job Classification

• REQ: 135928  Sino Mehlo
• Closing Date: 20 December 2024
• Division: Nedbank Insurance | Client Experience
• Employment Equity Statement: Preference will be given to individuals from underrepresented groups.

Job Family

Career Stream

Market Research and Customer Insights

Leadership Pipeline

FAIS Affected

Job Purpose

To support Nedbank Insurance in identifying and capitalizing on market opportunities across different customer segments. The role involves leveraging insights to design and implement compelling, disruptive, and commercially viable Client Value Propositions (CVPs) that align with the strategic objectives of the business. Furthermore, the role will integrate behavioural science to understand and influence customer behaviours effectively.

Job Responsibilities

• Conduct comprehensive market analysis to identify trends, gaps, and opportunities within the insurance sector
• Collaborate with cross-functional teams to gather insights and understand the needs and behaviours of various customer segments
• Design innovative CVPs that enhance customer experience, drive growth, and increase market share. Ensure that the CVPs resonate with the customers' needs while aligning with commercial imperatives
• Lead the end-to-end development process of CVPs from concept to execution, ensuring alignment with business strategy
• Monitor and measure the performance of implemented CVPs against key metrics and make recommendations for optimization
• Meet financial objectives by coordinating activities in line with budget/target requirements
• Stay abreast of industry developments and competitor strategies to ensure Nedbank Insurance maintains a competitive edge
• Engage with stakeholders at all levels to secure buy-in and support for CVP initiatives
• Monitor, analyse and articulate in detail competitor activity and emerging market trends to inform the CVPs and ensure the designs remain competitive and up to date

Responsibilities continued

• Leverage analytics, MI & customer experience to build a fact-based understanding of customer needs and use these insights to support or disprove particular areas of prioritization, focus and courses of action
• Ensure alignment with the segment customer value proposition
• Monitor and provide feedback to enhance customer value proposition
• Contribute to segment and proposition strategy
• Work collaboratively with downstream colleagues responsible for building elements of the CVP to a definitive timetable
• Identify and recommend opportunities to enhance processes, systems, and policies, and support implementation of new processes, policies, and systems
• Improve personal capability and stay abreast of developments in the field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced, and certification obtained and/or maintained within specified time frames
• Ensure information is provided correctly to stakeholders by maintaining knowledge-sharing with the team.

Behavioural Science Responsibilities

• Lead the development of behavioural insights to understand why people behave the way they do, how they make decisions, and how they can be motivated or nudged to "do the right thing"
• Design behavioural change interventions, produce behavioural analysis of problems, and advise where appropriate on the behavioural design of actionable solutions
• Use scientific understanding of human behaviour to solve practical problems in the business and society
• Provide behavioural insights, choice architecture building, assumptions and scenario testing, and experiments
• Engage in behavioural design, digital business advisory, and use big data for behavioural analytics
• Be well-rounded and well-versed in research, analytics, project management, and behavioural sciences
• Cope with extremely short deadlines and deliver fully functional strategies for implementation.

People Specification

• Innovative mindset.
• Results-driven with a commitment to quality and excellence.
• Agile and adaptable to a fast-paced, changing environment.
• High level of integrity and professionalism.
• Strong analytical and strategic thinking abilities.
• Excellent communication and presentation skills.
• Proficient in stakeholder management and negotiation.
• Creative problem-solving skills with a focus on customer-centric solutions. 
• Ability to lead projects and manage cross-functional teams.

Essential Qualification - NQF Level

• Bachelor’s degree in business, Marketing, Behavioural Science, or a related field

Preferred Qualification(s)

• A Master’s degree is preferred
• Post Graduate Diploma: Marketing Management
• Professional certification in Project Management, Customer Experience, or Behavioural Science is an advantage.

Preferred Certifications

Professional certification in Project Management or Customer Experience is an advantage

Minimum Experience Level

• Overall, 7+ years of experience in Client Experience, Customer Value Propositions, Customer Insights, and the overall client experience value chain, along with the application of Behavioral Science in CVP strategy and solutions
• Experience in developing, implementing and being accountable for crafting of CVP, take to market strategy and business plan
• Experience in CVP, product development or strategic marketing within the financial services industry, preferably insurance
• Proven track record of developing and implementing successful CVPs
• Experience in roles within market insights, consumer research or product management
• Experience in Insurance and/or financial service industry.

Technical / Professional Knowledge

Behavioural Competencies