Client Experience Manager

Client Experience Manager Locations: 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, 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. Candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless required by law to disclose it to other parties.
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