Client Experience Manager

Client Experience Manager
Location: Johannesburg
Time Type: Full time
Posted on: 2 Days Ago
Job Requisition ID: R21486
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.

Support execution and relationships between other CX teams and other business resources, focusing on enhancing existing customer journeys: KYC, fraud, service, and secure chat.
Demonstrate innovation by applying continuous improvement of best practices, fine-tuning systems, and optimizing resources, leading to reduced costs and increased performance.
Develop, encourage, and nurture collaborative relationships within the business and/or across the FRG.
Actively coach the team by providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance.
Deliver change initiatives, either identified internally or externally, from good practice to support opportunities to improve customer experience.
Focus on tactical service plans to deliver and continuously provide a consistent, seamless, and positive customer experience.

Education and Experience

Relevant qualification (Degree or Diploma).
3-5 years' experience as a specialist in Client Experience.

Job Details
Application Closing Date: 28/09/27
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.
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