Client Experience Manager - Johannesburg
FirstRand
Job Description To develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met Job Summary: We are seeking a highly motivated, driven self-starter and experienced Customer Experience Manager to join our team at FNB Savings and Cash Investments. As the Customer Experience Manager, you will play a pivotal role in shaping our customer-centric culture, ensuring that every interaction with our clients exceeds their expectations. Key Responsibilities: Develop and Implement Customer Experience Strategies: Devise and implement frameworks to enhance overall customer experience across various touchpoints in the business Customer Journey Mapping: Create detailed customer journey maps to identify pain points and areas for improvement Collaborate with cross-functional teams to streamline and optimize the customer journey Training and Development: Foster a customer-centric mindset throughout the organization Continuously assess own performance, seek timely and clear feedback and request training where appropriate Technology Integration: Collaborate with Business and IT teams to enhance and optimize customer facing interfaces Cross-functional Collaboration: Collaborate with marketing, sales, and product development teams to align customer experience strategies with overall business objectives Ensure consistency across all customer touchpoints Collaborate closely with IUX teams to deliver exceptional customer experience across various interfaces Qualifications: Bachelor's degree in marketing, Business or a related field. Honours degree is a plus. Proven experience (3-5 years) in a customer-focused role. Banking or financial services industry related is a plus. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Familiarity with customer experience measurement tools and methodologies. Job Details Application Closing Date 07/03/24 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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