Customer Experience Solutions Head

4 months ago


Johannesburg, South Africa FirstRand Full time

Job Description

This 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 & 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 and ensure effective integration across channels thereby delivering 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 create an environment that encourages employee growth and performance excellence
- Develop, encourage and nurture collaborative relationships within the business and/or across the FRG
- Ensure compliance to legislative and audit requirements and adherence to relevant processes
- Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes
- Set tactical goals and optimise the use of the people, finances and technologies in order to realize those goals

Job Details

Application Closing Date

17/09/24



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