Manager: Client Experience

6 days ago


Sandton, South Africa Capital H Staffing and Advisory Solutions Full time

Our client in the banking Industry is looking for a Manager Client Experience (CX)

**Purpose Statement**
- To manage a team of specialists responsible for building and enhancing a perfect client experience for the bank's clients through:

- Being the custodian of the voice of the client, providing insights to optimise touchpoints and decision making across the client experience journey
- Developing a client interaction and communication framework in line with client experience principles.
- Providing inputs towards technology platforms that enable the Marketing Division to execute against the organisation’s client engagement strategy.

**Experience**

**MINIMUM**:

- 5 years’ proven experience in marketing, client communication, client interaction management, research, project delivery & implementation.
- 2 years’ experience in managing a team of specialists within an Agile environment.

**IDEAL**:

- 5+ years’ proven experience in marketing, client communication, client interaction management, research, project delivery & implementation.
- 2+ years’ experience in managing / leading a team of specialists within an Agile environment.

**Qualifications (Minimum)**
- Grade 12 National Certificate / Vocational
- Bachelor's Degree in Marketing or Communication

**Qualifications (Ideal or Preferred)**
- Honours Degree in Marketing or Communication

**Knowledge**

**MINIMUM**:

- Client Experience principles (voice of the client) and client journey mapping
- Research methodologies
- Financial Services industry (systems, processes, products, etc.)
- Agile Practices
- A thorough understanding of simplified client/user-cantered design methodologies is essential
- Resource scheduling practices
- Market and client research
- Data and Analytics
- Knowledge of psychology and behaviour change as it pertains to Client Experience / User Experience behaviours

**IDEAL**:

- Technology and banking
- Knowledge on product development life cycle
- Banking systems and digital banking channels
- Analytics analysis
- ROI analysis
- Client Experience reporting
- Voice of client
- Business-to-Client marketing and communication.
- Business case developmen

**Skills**
- Communications Skills
- Numerical Reasoning skills
- Problem solving skills
- Researching skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)

**Competencies**
- Deciding and Initiating Action
- Leading and Supervising
- Working with People
- Learning and Researching
- Persuading and Influencing
- Delivering Results and Meeting Customer Expectations
- Analysing
- Presenting and Communicating Information

**Conditions of Employment**

Clear criminal record

**General**:

- _In keeping with our client’s employment equity requirements, only South African citizens will be considered._
- _Please include your current salary and salary expectations._



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