Client Experience Analyst - Nedbank

eg. Accountant or Accounting or Kempinski

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Job Purpose

  • Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into
  • actionable activities. Ensures stakeholders understand how to interpret and apply data

Job Responsibilities

  • Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
  • Stay abreast of developments in the field of expertise, ensuring personal and professional growth.
  • Understand and embrace the Nedbank vision and values, leading by example.
  • Identify opportunities to improve or enhance processes.
  • Add value to Nedbank by supporting the implementation of new processes, policies and systems.
  • Contribute to the achievement of team goals.
  • Ensure knowledge management, continuity and team success through constructive participation in a diverse team and by sharing knowledge with team.



  • Ensure team success.
  • Plan and monitor business analysis.
  • Ensure business analysis activities, communication approach, requirements management and analysis performance.
  • Turn data into information to drive action
  • Prepare and support dashboard reports containing VOC and operational metrics that are relevant to specific business units.
  • Conduct and document requirements elicitation through brainstorming, prototyping, etc Ensure work is completed to plan.
  • Analyze and document enterprise.
  • Define the business needs.
  • Assess and validate solution, requirements and organizational readiness.
  • Define assumptions and constraints, specify, model, organize, priorities, verify and validate requirements.
  • Conduct requirements management and communication.
  • Report progress on tasks and deliverables assigned through regular feedback sessions.
  • Deliver requirements outputs on time.
  • Understand stakeholder needs. Participate in stakeholder identification, management and analysis.

Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate

Essential Qualifications

Preferred Qualification

Relevant qualification in Business Analysis from one of the IIBA™ Endorsed Education Providers contributing towards future certification (advantageous).

Minimum Experience Level

1 - 3 years working experience (business or IT)



Additional Requirements

  • Presents and explains customer data to internal stakeholders
  • Project management and prioritization
  • Cross-functional collaboration
  • Ability to use advance excel/R and relevant tools to analyze data and create visuals
  • Use stories to compellingly and effectively present customer feedback to stakeholders
  • Well-developed ability to solve data related problems
  • Growth + Client experience + Curious Mindset
  • Patience & Perseverance
  • Self-awareness
  • Client Experience
  • work with Qualtrics
  • power BI
  • putting date togather
  • working with complaints data
  • Heat Map

Type of Exposure

  • Built and managed stakeholder relationships
  • Completed Reports and Achieved Budgets
  • Designed Workforce Planning Solutions
  • Developed and Implemented Communications Strategy
  • Manage internal process
  • Managed Relationships
  • Managed Self
  • Supported Transformation, Change and continued Improvement

Technical / Professional Knowledge

  • Business principles
  • Data analysis
  • Relevant regulatory knowledge
  • Business writing skills
  • Project Management
  • Relevant Governance controls and regulatory knowledge
  • Information Technology concepts
  • Usability and GUI techniques
  • Problem solving skills
  • Modelling (ARIS /UML)
  • End -to End Innovation Lifecycle Method
  • BA Body Of Knowledge
  • Functions specific policies procedures and systems knowledge
  • Business Analysis Descipline , Techniques and Practices



Behavioural Competencies

  • Applied Learning
  • Communication
  • Decision Making
  • Influencing
  • Resolving Conflict
  • Building partnerships
  • Quality Orientation



How To Apply

Interested applicants should:

Click Here To Visit The Official Website To Read More & Apply Online

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