Client Experience Manager

Job description

To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction

• Research current and future market trends, as well as current behavior and processes and recommend changes to the business.
• Develop and review the customer journeys.
• Develop the business strategy per client type and review progress per segment.
• Propose changes at a strategic and operational level.
• Create and provide information and training on initiative and changes.
• Present data, recommendations to stakeholders, gain commitment and implement measurable customer experience.
• Take lessons from highly regarded service providers in and outside our specialisms and industries and deliver an enhanced customer experience at all customer touch points.
• Manage, support, and integrate services and solutions, and initiate innovations and changes needed to align them with the organisation strategy.
• Create a work environment that encourages creative thinking and innovation.
• Design and implement new or cutting-edge programmes and processes.
• Recommend and positively influence changes to optimise organisational processes, systems, policies and procedures.
• Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately.
• Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the WI Client Experience.
• Leads the development of new solutions to meet the client’s expectations.
• The major goal of the Customer Experience manager is to foster customer loyalty through high-quality interactions at each step of the Customer journey.
• Responsible for improving operational efficiencies and performance through analytics, processes and tools.
• View all Wealth and Investment offering from the customers perspective, continually learn what it is like to be a Wealth and investments customer, work with customer groups to gain feedback and implement change initiatives.
• Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture.
• Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions.
• Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience.
• Actively coach team through providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance.
• Develop, encourage and nurture collaborative relationships within the FRG.
• Manage people by executing management responsibilities, and create an environment that encourages employee growth and performance excellence.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

29/07/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.