Debra Matanga

Clients serviced: Nedbank Group Technology, MultiChoice Africa Holdings and UN Global Compact Network.

• Fostered strong relationships with clients through consistent communication and collaboration.
• Managed multiple projects concurrently, ensuring timely delivery and high-quality results.
• Assisted clients in identifying new market opportunities, leading to successful expansion efforts.
• Service blueprint design and customer journey mapping to optimize user experience and interactions
• Ensuring the stability of Experience Design (Cemantica) and Experience Measurement and Orchestration (Qualtrics) technologies within existing processes, procedures and policies
• Implement user feedback (VoC) mechanisms to continuously refine and optimize user experiences, addressing pain points
• Ensure User accounts are configured and managed, inline to Active Directory configuration guide
• Management and resolution of recurring incidents
• Propose and implement consequent improvements by monitoring and reviewing performance, throughput, availability, and exceptional incidents
• Research and in-depth analysis of product roadmaps and persona development to gain actionable insights into customer needs, improve key customer journey touchpoints and drive continuous user engagement
• Provide clients with second level technical support and troubleshooting
• Monitor the trends of system activity and work with colleagues to agree policies and procedures, for future system enhancements
• Proactively identify, scope and prepare business cases for opportunities to improve processes in conjunction with process owners/managers
• Monitor, develop metrics and report business process performance against accepted standards and KPI’s
• Identify benefits realization targets and ensure these are achieved on each project.
• Develop and support data capture and data management processes for core systems to support the delivery of identified projects
• Ensure all processes supporting different touchpoints and customer platforms are documented to ensure knowledge management and continuous improvement
• Drive collaboration with cross-functional teams from CX, business, marketing and technology to ensure customer experience initiatives are aligned with overall business goals and product development.
• Develop and execute engagement and loyalty programs.

Customer Journey Map & Customer Narrative design

• Identification of personas as input to CX Design
• Definition & documentation of successful customer outcome canvases
• Definition & documentation of customer narratives in line with actual business scenarios
• Identification of dependencies for automation in line with defined customer narratives
• Develop and manage CX design and measurement strategy
• Support development teams during the development and test life cycle
• Communicate and clarify required business context and requirements with the various teams
• Clearly articulating UX/UI concepts and rationale
• Process modelling (BPMN) using Sparx Enterprise Architect

Business Development- the development & delivery of GCNSA growth strategy and plan in accordance with agreed targets.

• Coordinate outreach and engagement in South Africa by preparing presentations,organising public engagements, and identifying opportunities for marketing partnerships to extend the awareness and reach of the UN Global Compact among relevant business audiences.
• Attract businesses to join the UN Global Compact through effective communication of the value and support that The Compact delivers to business participants.

Engagement and Retention:

• Nurture excellent relationships with participants in South Africa, understanding their business needs, their sustainability challenges and helping them to access relevant engagement opportunities to help them set and make progress on ambitious sustainability goals.
• Build an understanding of business participant needs. Gather feedback and provide insights to GCNSA and the global Participant Engagement team to help direct strategy and plans to better meet business needs.
• Actively use and shape tools to improve Participant Engagement efficiency, and company satisfaction, including the GCNSA database, CRM software (Salesforce), tracking and reporting systems.
• Organise regular workshops to communicate the value offerings, onboard new business participants, create understanding of what is expected of participating companies, as well as the various tools and resources that are available for them to derive maximum benefits of their participation in the UN Global Compact.

• Gathered information on competitor activities and market trends to enhance strategic decision-making.
• Led the successful launch of new products in local markets, driving revenue growth and brand recognition.
• Established strong relationships with key industry players for business growth and expansion.
• Develop country benefit strategies to drive change in customer behaviour, engagement, and retention.
• Conceptualisation to the implementation of customer experience, engagement, retention, and loyalty projects.
• Establish contact and build relationships with reward partners aligned with the approved benefit strategies for onboarding on loyalty programs.
• Negotiate benefits from reward partners and onboard mutually beneficial reward partners.
• Determine the redemption value and process metrics.
• Train, manage the redemption process at partners and reporting of rewards uptake.
• Provide strategic input to the communications schedule to align with loyalty and promotional campaigns.
• Analysing data and insights from all customer touchpoints to drive strategy throughout the customer lifecycle.
• Develop data-driven CX, engagement and retention strategies from close cooperation with Customer Insights and Reporting.
• Ensure alignment of project marketing activity with reward partners and client objectives.
• Ensure company-wide buy-in and awareness of customer engagement and retention programs.
• Mapping out customer journeys on behalf of corporate clients for their new offerings or changes to existing services and looking at how communications are delivered in the best possible way to the customer.
• Maintain a library of customer experience journeys, end-to-end customer experience touchpoints and outcomes, incorporating segmentation of customer base.
• Building and managing a database of all current and potential future capabilities (technology and non-technology oriented future customer engagement and loyalty building capabilities) as identified through the engagement map.
• Providing necessary reporting on project progress, planned activities and outcomes of completed campaigns.
• Annual budgeting, monitoring of revenue and profit targets.
• Research and identification of new business opportunities and revenue streams.
• Provide strategic direction into marketing strategy and plans based on an in-depth view of the market.
• Developing manuals and conducting User Acceptance Testing (UAT)
• Develop and manage customer/ product/ brand strategy.
• Management of all operations of sales, marketing and human resources performance evaluations and training in the respective markets.
• Manage and coordinate product development projects and product performance.
• Evaluate and resolve technical feasibility and design optimisation of new products.
• Ensure marketing /promotional literature and customer value propositions match product specifications.
• Develop social media strategies on behalf of corporate clients.

Clients serviced include media and broadcast, financial services (Banks and Insurance), Telecoms and Retail.

• Identifying and meeting customer needs through the provision of banking solutions.
• Developing an in-depth knowledge and understanding of the markets, banking, and other wealth management products/ services to match offering with customer needs.
• Identifying prospective customers and generating new business and revenue sources.
• Build productive relationships with referral sources, within the branch network, instilling a sense of teamwork and pro-activity with client referral.
• Management and coordination of the acquisition and retention process of customers through ensuring excellent levels of customer service.
• Champion and manage the customer experience by ensuring the delivery of quality advice, recommendations, and solutions to customers.
• Identify the key customer personas, motivations and major pain-points and develop relevant communication to address them.
• Define process for contact centres to deal with customer service enquiries/complaints.
• Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting on operations and customer retention across the Bank.
• Prioritise the most critical gaps gathered from customer insights to lead the development of a roadmap to address root-causes and redesign journeys.
• Recommend and train direct sales agents and frontline staff on sales and customer retention strategies.
• Providing weekly call reports to the country head of sales and service on new business acquired, new deposits, loans issued, and customer services related issues.
• Visit new and/ or existing clients weekly for business developmentand relationship management

• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.