Julia Seabiloe Malebanye
Senior Specialist: Continuous Improvement, Research & Customer Insights
Johannesburg North
Summary
Results-driven and highly organized professional with a strong ability to prioritize effectively and drive delivery. Known for developing strong relationships with stakeholders at all levels. Possesses a participative leadership style that fosters collaboration and teamwork. With nine years of experience in the Financial Services and Telecommunications Industry, successfully implemented and managed the performance of Digital & Financial Products & Services, supporting Digital Transformation & Financial Inclusion for All strategies. Skill set includes Continuous Improvement, Business Process Modeling, Business Analysis, Data Analysis, Market Research, Project Management, Stakeholder Management, and more. Recognized with three CEO awards. Current role involves providing product development opportunity guidance to senior leaders through market research, customer insights (qualitative & quantitative), and data analysis. Excels in persuading and negotiating for change. Thorough, dependable, reliable, flexible, adaptable, accountable, extremely courageous, and teachable nature make me the ideal candidate for this role.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
Work History
Senior Specialist: Continuous Improvement, Research & Customer Insights
Vodacom Financial Services
Johanesburg
12.2019 - Current
- Lead the Research & Customer Insights portfolio end to end, for Vodacom Financial Services producing x amount of research pieces every month
- Full Project Management of Continuous Improvement initiatives including piloting and launch of new features.
- Used Agile methodology to execute duties: stand ups, backlog grooming, retrospectives, etc.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Enhanced team productivity by implementing efficient project management strategies.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Negotiated contracts with vendors, securing favorable terms that benefited the organization's bottom line.
- Spearheaded adoption of cutting-edge technologies, keeping company at forefront of industry advancements.
- Conducted comprehensive market research to inform product development, ensuring alignment with customer expectations and trends.
- Fostered culture of continuous improvement, leading by example and encouraging innovation at all levels.
- Implemented robust data analysis practices to guide decision-making, enhancing product relevance and customer satisfaction.
- Created and managed project plans, timelines and budgets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Derived insights from operational performance data reports to guide the re-imagine of customer journeys.
- Detailed data analysis to determine root cause of business problem.
- Facilitated workshops with cross-functional teams using Continuous Improvement tools and techniques.
- Documented journeys and processes with initiatives recommended for optimization.
- Defined and implemented product strategy ensuring best customer experience.
- Conducted A|B Tests on various product elements to measure and improve marketing collateral and overall product performance.
- Compiled business cases for Continuous Improvement initiatives.
- Post implementation reviews on Continuous Improvement Initiatives.
- Guided the design of new products and services using industry best practices and competitor benchmarks.
Specialist: Retail Operational Design
Vodacom
02.2016 - 11.2019
- Full Project Management of all interventions relating to and impacting designated portfolio
- Stakeholder management - Build and maintain relationships with operational and technical teams, business partners and all stakeholders
- Ensure quality and standards are met in in terms of project planning, piloting and implementation
- Facilitate relevant system/product/process testing to support relevant approval
- Ensure training content is updated and aligned to business models
- Ensure digitization of Retail environment including stores and supporting elements
- Supply regular reporting on active projects
- Ensure all processes, systems and people aspects of the respective portfolio are aligned to deliver an unmatched customer experience in the Retail environment
- Proactively identify trends, opportunities and improvements in the Retail environment
- Analyze business processes; provide recommended action to address shortfalls ensuring continuous improvement
- Compile Total Quality Management documents where required
- Ensure Legislative and Regulatory requirements are considered and adhered to; business continuity is maintained, and possible risks mitigated
- Ensure systems support the business and business models holistically
- Recommend improvements where required
Intern: Short Term Insurance Administrator
NuEra Fund Administrators
08.2015 - 01.2016
- Review and process Short Term Insurance claims
- Maintain and ensure all client information on file is updated and relevant
- Provide reporting to senior management on claim trends
Intern
The Foschini Group
06.2015 - 07.2015
- Ensure that customer data is protected, in alignment with the POPI act
- Exposure to the Retail business
Education
Postgraduate Diploma - Digital Business
University of the Witwatersand (WITS)
10.2024 - 11.2025
B.Com Honors - Information Systems
University of the Western Cape (UWC)
B.Com General - Information Systems
University of the Western Cape (UWC)
Matric - undefined
Brebner High School
Skills
Analytical thinking
Process optimization
Data analysis
Business reporting
Market research
Business Process Reengineering
Business analysis
Problem-solving
Decision-making
Budget management
Root-cause analysis
Continuous improvement
Certification
University of Cape Town, Advanced Project Management, 2019
Accomplishments
- 10/01/20, Vodacom CEO Award: VodaPay SuperApp
- 10/01/19, Vodacom CEO Award for Digital Transformation – Vodacom World Mall
- 10/01/18, Vodacom CEO Award for Digital Transformation - Retail App
Professional Memberships
- Vodacom Youth Executive Council (YCO)
- Vodafone International Discover Alumni (VIDA)
- University of the Western Cape Alumni
Timeline
Postgraduate Diploma - Digital Business
University of the Witwatersand (WITS)
10.2024 - 11.2025
Senior Specialist: Continuous Improvement, Research & Customer Insights
Vodacom Financial Services
12.2019 - Current
Specialist: Retail Operational Design
Vodacom
02.2016 - 11.2019
Intern: Short Term Insurance Administrator
NuEra Fund Administrators
08.2015 - 01.2016
Intern
The Foschini Group
06.2015 - 07.2015
B.Com Honors - Information Systems
University of the Western Cape (UWC)
B.Com General - Information Systems
University of the Western Cape (UWC)
Matric - undefined
Brebner High School
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