City of Johannesburg, Gauteng, South Africa
Specialties: Substantial experience in analytics, usage of structured & unstructured data on a detailed (operational) and strategic level.
The GIS network planning functions aims to derive those layers that will be instrumental in indicating potential across: The Retail Bank - Understanding the economics of areas, share of potential customers and depth of customer wallets Business Bank and Franchising – Understanding our share of various business segments from absolute and spatial perspectives - Constructing view on business hotspots, forecasting future hotspots, and estimating business cycles of various geographies, i.e. town Cash - Constructing a view on the Absa share of cash, with ability to view at a suburb level Customer Movement datasets Tracking customers movements, allowing customers to bank conveniently, in line with their current travel patterns. This ensures relevant presence, and correct channel placement & interaction with customers Future ability to track changes in the business environments, as a lead indicator of area degradation or appreciation of an area. This includes future development of understanding “town growth” and “suburb growth”. What is the next “hot” spot? Informing network plan across channel Using the derived views of potential and customer movement Creation of a theoretical perfect footprint, showing network “gaps” and the ideal presence in areas Providing strategic views on core issues, spatial potential and market share Making use of various datasets / models (e.g. credit data, market share, property data, census, customer behaviour, attrition, liabilities, customer profitability) to inform investment decisions across channel Analysis of network – own footprint, competitor analysis, distance calculations
Utilising customer and consumer data/information, intelligence and integrated insights (internal and external) to design and promote the optimal customer experience in their interaction with Absa - in order to drive optimal customer network interaction, improved retention & most advantageous acquisition through informing and influencing business planning-, investment & decision making. Key emphasis on localised enablement through deep Geospatial analytics.
Manage & lead the Client Experience and Regional Insights team in the: • Creation of regionalised customer insights through developing an understanding of available customer- & product potential (both internal & external), localised customer behaviour (e.g. interacting with Absa through our Channel network), to influence and develop the ideal channel distribution shape from a strategic customer perspective, as well as optimising localised interaction (through sales & service) with Absa’s customer base. • Designing and creation of Customer / Consumer Experience Insights to enable deeper insights & understanding of root causes in (potential) complaints in order to suggest actions to the RBB Exco on (rectifying) trends, patterns & consumer attitudinal behavior. This role also forms an integral part - as a key decision maker - in the Infrastructure Investment process, as well as informing RBB Exco of significant findings / trends / patterns distilled from the regional insights