Customer Experience Solutions HeadLocation: JohannesburgTime Type: Full timePosted On: Posted TodayJob Requisition ID: R19908Job DescriptionThis role entails driving the Strategy of the CX Enabler into the segment, specifically relating to maturing CX in the dimensions of Culture, Enablement, and Design. This will also involve supporting the CX Specialist design team in delivering prioritised experiences that are consistent, contextual, and carefully connected, facilitating CX Fest and attending CX and Service Steerco on behalf of the Retail CX Enabler.To manage the design and implementation of appropriate and sustainable solutions and ensure effective collaboration and integration across product houses, business units, and segments:Draw up a budget aligned to tactical delivery plans, monitor effectiveness, and report on variances.Coordinate teams to ensure end-to-end implementation of prioritised and approved solutions for relevant product house, business unit, or segment.Ensure effective analysis of data for identification of opportunities for efficiencies and growth in business.Manage and support team in designing customer-centric and sustainable solutions, products, enhancements, and business cases, ensuring effective integration across channels to deliver on the strategic objectives of product house, business unit, or segment.Enable an inclusive culture that upholds FRG's diversity and transformation guiding principles.Manage people by executing management responsibilities and creating an environment that encourages employee growth and performance excellence.Develop, encourage, and nurture collaborative relationships within the business and/or across the FRG.Develop new insights into situations and apply innovative solutions to make organisational improvements.Ensure compliance with legislative and audit requirements and adherence to relevant processes.Integrate business information, compare, analyse, and produce reports to identify trends, discrepancies, and inconsistencies for decision-making purposes.Set tactical goals and optimise the use of people, finances, and technologies in order to realise those goals.Apply a customer-centric approach to ensure customer satisfaction.Job DetailsApplication Closing Date: 17/09/24All 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 required by law to disclose this information to other parties.
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