Nicolas Callegari

Nicolas Callegari

City of Johannesburg, Gauteng, South Africa
2K followers 500+ connections

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About

I'm an award-winning Accredited Customer Experience Master (ACXM) and Research…

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Activity

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Experience

  • CyberPro Consulting (Pty) Ltd Graphic

    CyberPro Consulting (Pty) Ltd

    City of Johannesburg, Gauteng, South Africa

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    City of Johannesburg, Gauteng, South Africa

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    City of Johannesburg, Gauteng, South Africa

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    Johannesburg Area, South Africa

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    Cresta, South Africa

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    Randburg, South Africa

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    Randburg, Johannesburg

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    Randburg, South Africa

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    City of Johannesburg, Gauteng, South Africa

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    City of Johannesburg, Gauteng, South Africa

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    City of Johannesburg, Gauteng, South Africa

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    City of Johannesburg, Gauteng, South Africa

Education

Licenses & Certifications

Volunteer Experience

  • Public Relations Writer

    The Walter Sisulu Paediatric Cardiac Foundation

    - 4 years 5 months

    Children

    I worked for a PR Agency that delivered pro-bono communications services to the Paediatric Cardiac unit at Sunninghill Hospital.

Courses

  • 7 Habits of Highly Effective People

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  • AI Python for Beginners: Automating Tasks with Python

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  • AI Python for Beginners: Basics of AI Python Coding

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  • Accredited CX Masters

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  • General Data Protection Regulations (GDPR)

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  • Portfolio Management: Principles of Profitability

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  • Team Leaders Masterclass C02

    24/09/30113018

Projects

  • Everyday Banking Customer Promises

    In an effort to redefine the way Absa engages with and treats its customers, a large-scale project was developed to consolidate various disparate “experiences” across the bank and create a single customer-centric strategy underpinned by six key design principles for addressing customer pain points and create more customer delight.

    I play a critical support role in defining the key metrics and measurement for success, tied closely to an overhauled Voice of Customer framework that gives…

    In an effort to redefine the way Absa engages with and treats its customers, a large-scale project was developed to consolidate various disparate “experiences” across the bank and create a single customer-centric strategy underpinned by six key design principles for addressing customer pain points and create more customer delight.

    I play a critical support role in defining the key metrics and measurement for success, tied closely to an overhauled Voice of Customer framework that gives Absa a holistic view of customer sentiment and demonstrates ROI on key CX interventions.

  • Absa Ultimate Banking

    As the CX Lead on this project I played an integral part in defining many aspects of a new value proposition that Absa will launch to the South African banking sector.

    As a generalist on the team, I helped define all the customer journeys, development of personas and archetypes, the voice of customer framework, the brand experience, messaging and product positioning, and assisted with the development of training material, scripts and played a support role on the change and…

    As the CX Lead on this project I played an integral part in defining many aspects of a new value proposition that Absa will launch to the South African banking sector.

    As a generalist on the team, I helped define all the customer journeys, development of personas and archetypes, the voice of customer framework, the brand experience, messaging and product positioning, and assisted with the development of training material, scripts and played a support role on the change and communications initiatives across the bank branch and call centre estates.

  • Avo 3.0

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    Nedbank’s digital shopping “super app” – AVO - was due for a revamp, not only for the consumer offering but also to incorporate a B2B buying & selling component, as well as a listing service for auto dealerships via Avo Auto. The revamp required that Avo Business and Auto align with the Consumer offering in look, feel and customer journeys and also validation of existing customer personas, archetypes in a very limited amount of time.

    See project

  • Self Service Kiosk Onboarding

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    In an effort to reduce the time to open a bank account, Nedbank piloted an in-branch kiosk that allows customers to open an account and immediately issue a VISA debit card on the spot without any human intervention.

    I worked alongside the design team to research competitor offerings, develop the journey flow, screens and on-screen messaging for this feature on the kiosks.

  • MultiChoice Group Voice of Employee programme

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    With a growing emphasis on employee experience, Multichoice was seeking to improve how it measured and tracked the overall wellness, sentiment and enablement across the organisation.

    I played a support role in developing the scope, methodologies, tools, surveys and reporting framework, as well as tying insights to company performance and target setting.

  • MultiChoice Connected Video Brand Health tracker

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    With many disparate studies and sources of information. Spread across the organisation, Multichoice had the need to provide a single, consolidated view of customer sentiment and perceptions from a market perspective.

    This included measuring market perceptions based on key business metric including reputations and operational metrics, benchmarked against a set of competitors both in and outside of the video entertainment industry.

    I owned the project from inception to conclusion,…

    With many disparate studies and sources of information. Spread across the organisation, Multichoice had the need to provide a single, consolidated view of customer sentiment and perceptions from a market perspective.

    This included measuring market perceptions based on key business metric including reputations and operational metrics, benchmarked against a set of competitors both in and outside of the video entertainment industry.

    I owned the project from inception to conclusion, defining the scope, developing the methodologies and surveys, the strategic outcomes, the relationships with vendors, budgets, sample management, reporting and strategic implementation of the insights.

  • MultiChoice CX Maturity Evaluation

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    In an effort to establish an ongoing measurement of the organisation’s CX maturity level, Multichoice kicked off a project to develop a maturity framework which would drive an ongoing CX Culture project and also serve as a benchmarking tool against peers in the South African consumer market.

    I owned the project from inception to conclusion, defining the scope, developing the methodologies and maturity framework, the strategic outcomes, the relationships with various vendors, budgets…

    In an effort to establish an ongoing measurement of the organisation’s CX maturity level, Multichoice kicked off a project to develop a maturity framework which would drive an ongoing CX Culture project and also serve as a benchmarking tool against peers in the South African consumer market.

    I owned the project from inception to conclusion, defining the scope, developing the methodologies and maturity framework, the strategic outcomes, the relationships with various vendors, budgets, sample management, reporting and strategic implementation of the insights.

  • Launch of Showmax Nigeria

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  • Showmax Customer Experience Dashboard

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    I oversaw the design and project-managed the rollout of a comprehensive Customer Experience Dashboard for Showmax which involved:
    - Customer Journey mapping
    - Customer segmentation
    - Survey design
    - Feedback design
    - Reporting
    - Stakeholder and vendor management

  • Showmax Kenya Market Deep Dive

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    In an effort to understand the Kenyan consumer market better ShowMax commissioned a large research project the combined qualitative and quantitative research to garner insights into consumer behaviour and preferences with regard to digital services including video on demand.

    I owned the project from inception to conclusion, defining the scope, developing the methodologies and surveys, the strategic outcomes, the relationships with the in-country agencies, budgets, sample management…

    In an effort to understand the Kenyan consumer market better ShowMax commissioned a large research project the combined qualitative and quantitative research to garner insights into consumer behaviour and preferences with regard to digital services including video on demand.

    I owned the project from inception to conclusion, defining the scope, developing the methodologies and surveys, the strategic outcomes, the relationships with the in-country agencies, budgets, sample management, reporting and strategic implementation of the insights.

  • Launch of Showmax Kenya

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    I was part of the team that launched Showmax in Kenya - providing insights and conducting on-the-ground research in the form of focus groups and home visits.

  • DStv Now

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    I head the team that is responsible for content curation on DStv Now (app and website) and editorial recommendations across all VOD platforms.

    See project

  • DStv VOD Recommendations

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    I head the team that is responsible for content curation on DStv Now (app and website) and editorial recommendations across all VOD platforms. As part of this function, my team developed an editorial VOD recommendations strategy, which is currently being implemented in phases across all DStv's VOD platforms, including mobile apps, website and DStv decoders.

  • DStv Explora

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    Worked as part of the development team to ensure that messaging and user experience within the new DStv decoder was consistent, user-friendly and unambiguous for customers. I'm constantly involved in ongoing improvements to the user interface in terms of content presentation and messaging.

  • DStv Catch Up

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    Worked as part of the product team to ensure that messaging and user experience across the DStv Catch Up service is consistent, user-friendly and unambiguous for customers. I'm constantly involved in ongoing improvements to the user interface in terms of content presentation and messaging. This includes newsletters, social media, SMS copy, promotional material, adverts, content curation and internal forums.

  • DStv BoxOffice

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    Worked as part of the product team to ensure that messaging and user experience across the BoxOffice service is consistent, user-friendly and unambiguous for customers. I'm constantly involved in ongoing improvements to the user interface in terms of content presentation and messaging. This includes newsletters, social media, SMS copy, promotional material, adverts, content curation and internal forums.

    See project

  • Launch of Walter Sisulu Paediatric Cardiac Centre for Africa

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  • Re-launch of Computing SA

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Honors & Awards

  • International Customer Experience Awards

    Awards International

    Winner: Best Customer Experience Measurement (Insights)

  • Top Student: Henley New Managers Programme (2014)

    Henley Business School

    I was the top student for the 2014 year at Henley Business School studying the New Manager Programme.

Languages

  • English

    Native or bilingual proficiency

  • Afrikaans

    Professional working proficiency

  • German

    Elementary proficiency

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