Job Family Group:Customer Experience




Job Family:Customer Journey






Job Purpose

Designs and tracks customer journeys and creates and delivers relevant products and pricing, marketing and/or channel strategies, taking decisions based on customer data, being responsible for business outcomes, and coordinates with relevant internal and/or external stakeholders, in order to design new and continuously improve existing customer experiences.

RESPONSIBILITIES

3rd Line of Defense Risk Management - Assist with the independent assessment of the effectiveness of internal controls regarding the risks to the organization's business processes and assets, overseeing activities of both the first and second line of defense regarding simple and standardized business processes. (Level 7)Audit Compliance - Carry out specified audit activities and draft reports of findings, including recommended corrective actions, for review by lead auditor. (Level 6)Data Collection and Analysis - Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats. (Level 4)Data Management - Help others get the most out of data management systems by providing support and advice. (Level 5)Document Preparation - Edit document in line with organizational style guidelines and prepare information for publication. (Level 6)Insights and Reporting - Extract and combine data to generate standard reports. (Level 4)Personal Capability Building - Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. (Level 5)Recommendations - Advise managers how to apply a wide variety of existing procedures and precedents. (Level 5)

BEHAVIORAL COMPETENCIES

Business Insight - Applies knowledge of business and the marketplace to advance the organization's goals. For example, shows considerable business insight, beyond the fundamentals. Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends. (Level 2)Communicates Effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, pays attention to others' insights, advice, or instruction, grasping the main elements. Promptly shares relevant information with the right amount of detail. (Leve 1)Courage - Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances. (Level 4)Ensures Accountability - Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. (Level 3)Financial Acumen - Interprets and applies key financial indicators to make better business decisions. For example, determines and estimates the main direct and indirect costs; makes generally appropriate decisions regarding expenditures. Studies financial and quantitative information; uses data to improve performance. (Level 3)Instills Trust - Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct. (Level 2)Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations. (Level 3)Optimizes Work Processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, motivates people to produce highest-quality outcomes and pursue continuous improvement. Sees that problems are well examined and improvements are integrated into all relevant work processes. (Level 2)Organizational Savvy- Maneuvers comfortably through complex policy, process, and people-related organizational dynamics. For example, has a firm grasp on organizational culture and politics; connects with key stakeholders and knows when to bring something to their attention. (Level 3)Plans and Aligns - Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work. (Level 3)

TECHNICAL COMPETENCIES

Action Planning - Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements. (Level 3)Auditing - Works with guidance (but not constant supervision) to conduct financial audits, identify exceptions and develop specific solutions or recommendations. (Level 2)Compliance Management - Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations. (Level 2)Computer Skills - Independently supports business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. (Level 4)Cyber Security - Has an intermediate level of understanding of the concept of cyber security. Understands how to follow the organisation's cyber security policies and standards for handling security events and incidents. Knows when to seek advice from the organisation's cyber security experts. (Level 2)Data Collection and Analysis - Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making. (Level 3)Data Control - Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives. (Level 3)Data Preparation and Exploration - Prepares necessary data to solve complex business problems, starts contributing to code libraries and other resources that make preparation easier for all users. Builds structural validation steps to check errors in own work and takes appropriate action for errors identified at the source. (Level 3)Managing Change - Works without supervision and provides technical guidance when required on maintaining high performance while applying a change mindset to the planning, execution and monitoring of business activities during times of change. (Level 3)Planning and Organizing - Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives. (Level 2)Policy and procedures - Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. (Level 3)Policy and Regulation - Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise. (Level 2)Reporting - Works with guidance (but not constant supervision) to create relevant, lucid and effective reports. (Level 2)Review and Reporting - Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports. (Level 2)Risk Management - Identifies, assesses, prioritizes and manages risks without supervision and provides technical guidance when required. (Level 3)Verbal Communication - Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies. (Level 3)