Customer Experience Strategist

1 month ago


Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time

Company Overview:

FNB NAV is a leading financial institution that prides itself on delivering innovative products and services to its customers. With a commitment to staying curious and adapting to the ever-changing landscape, FNB NAV fosters an environment where experts come together to ignite effective change.

Salary: R1 200 000 per annum

Job Description: As a Customer Experience Strategist at FirstRand Bank Limited, you will be responsible for providing expertise, advice, and formulating customer journey experiences across the business. You will interact with customers across channels, products, segments, and platforms to understand their needs, behaviors, and expectations, ensuring informed decisions are made to enhance the customer journey.

Key Responsibilities:

  • Perform research analysis to provide relevant, accurate, and timely information for informed decision making.
  • Manage risks in your area of responsibility.
  • Develop and nurture collaborative relationships across areas of specialization.
  • Participate in planned activities for personal development.
  • Buid working relationships across teams and functional lines to enhance work delivery, collaboration, and innovation.
  • Create solutions to meet customer demands and deliver internal and external customer service excellence.
  • Deliver customer experience excellence in your service delivery aligned to organizational values and service standards.
  • Control expenditure and identify process improvements to contain and reduce costs.
  • Compile reports that track progress and guide the business to make informed decisions.

Required Skills and Qualifications: Over 5 years' experience in a similar role, related CX qualification and accreditation.

Benefits:

  • Opportunities to network and collaborate.
  • Challenging work.
  • Opportunities to innovate.


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