Vacancies at ABSA Bank – Colleague Experience Manager

Job Description:

Leverage both a creative mindset plus knowledge of operational delivery to make every touchpoint for our colleagues a memorable experience/ moment that matters. Play a key role in the development and implementation of the colleague engagement strategy, core channels and best practice guidelines, as well as supporting critical change programs with the objective of making the colleague journey as rewarding and productive as possible.
Utilise tools and skills such as design thinking, persona development, colleague journeys, analytics, communications, copywriting, knowledge management and design to improve product and service features and augment the colleague experience and cultivate colleague loyalty.

Job Responsibilities:

• Ensure consistency in tonality and look and feel across all channels
• Define matrixed responsibilities and accountabilities to ensure portal, knowledge, content and associated channels are delivered with a consistent look and feel, tonality and at a professional level
• Interact at executive/senior management level, proactively advocating for solutions
• Accountability: People Management
• Design content strategy around deep insights into colleague behaviour across content and across channels. Deliver content across traditional and digital channels consistently and seamlessly. Delight colleagues with tailored, personalised, relevant messages that foster continuous engagement
• Create a colleague journey map, aligned to personas and the touchpoints they typically encounter.
• Develop or enhance colleague journeys aligned to desired experiences and moments that matter. Design with intent to engage key segments using omni-channel experiences and moments they prefer, aligning the colleague experience to the organisational culture, values and drivers of engagement
• Ensure the user interface design contributes to the employee experience, aligned with global practices
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team
• Define and deliver initiatives to address breakpoints in the colleague experience through collaboration
• Champion opportunities to consistently Improve the colleague experience.
• Help colleagues find exactly what they are interested in through a powerful, multi faceted and taxonomy led interface
• Support relevant change management in the design of adoption processes, knowledge material and collateral, communications etc.
• Map colleague journeys (Physical, social, task) to assess bottlenecks, limitations and pain points aligned to moments that matter and facilitate iterative improvements
• Stay abreast with advanced global design tools, processes and practices to drive a culture of continuous improvement aligned to the colleague experience.
• Drive understanding of different employee personas and the tailoring of employee journeys for different personas
• Provide leadership to the direct and indirect teams at the various touch-points to drive appropriate behaviour.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
• Have a core focus on internal systems and engagement platforms focused on delivering the right content to the right target audience at the right time.
• Monitor and measure results
• Use agile and design thinking to improve colleague experiences within manageable tranches
• Invest in touchpoints with the most impact
• Gather feedback from the employee about their experience at each touchpoint and note ideas for improvement. Assess current performance and evaluate strengths and weaknesses
• Ensure the team have a curious approach to understanding and knowing the business and expertly apply that to people strategies.
• Define metrics for colleague experience, plus correlations in data between colleague and customer experience
• Proactively attract, recruit, develop, retain, reward and deploy suitable resources
• Accountability: Ensure the Employee Experience is compelling
• Create understanding of colleague sentiment by sharing feedback and providing insights to product owners on needs and expectations of colleagues, enabling optimisation of service offerings, capabilities and resources required to deliver and execute services successfully
• Accountability: Governance and risk management
• Implement improvements
• Accountability: Stakeholder Engagement
• Provide insights on the relationships between employee experience, employee engagement and organisational outcomes
• Define and create understanding of colleague segments and their needs
• Build, coach, guide and mentor a team of customer experience specialists with deep domain expertise
• Define the colleague experience framework aligned to the organisational brand, transactional and psychological contracts
• Define colleague personas for application when improving the colleague journey and assessing moments that matter
• Accountability: Colleague Experience Methodology and Framework