Client Experience Manager

4 days ago

Johannesburg, South Africa FirstRand Full time

Job Description

Hello Future: Customer Experience Specialist

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and the game changers. As part of our talent team at FNB Points of Presence Customer Experience, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.

Are You Someone Who Can
- Perform research analysis to be able to provide relevant, accurate and timely information for informed decision making to enhance the customer experience.
- Manages risks in own area of responsibility.
- Develop, encourage and nurture collaborative relationships across area of specialisation.
- Participate in planned activities that are appropriate for own development.
- Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
- Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
- Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.
- Control expenditure and identify process improvements to contain and reduce costs.
- Compile reports that track progress and guide business to make informed decisions.
- Ensure that business has a smooth, unfragmented and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.
- Deliver internal and external customer service excellence through adherence to quality service standards. Assess own performance through seeking timely and clear feedback and request training where appropriate Prioritize initiatives, develops and leads customer experience frameworks that deliver financial benefit and a positive impact on the customer experience

Qualifications and Experience
- Minimum Qualification: Bachelor of Commerce, equivalent to NQF Level 7, an Honours Degree would be advantages.
- Years of Experience: 4 to 5 yrs in Client Experience and Value Management

Additional Requirements
- Manage and report on CX projects / campaigns
- Assist with Executive reporting
- Create a CX culture that promotes a great employee experience

You Will Have Access To
- Opportunities to network, collaborate and work across Segments and teams
- Challenging work environment
- Opportunities to innovate and add value to team, leadership and business effectiveness.

We Can Be a Match If You Are
- Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough.
- Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it
- You are open to ongoing personal mastery & development.

Post

FNB

LI-LM8

Job Details

21/07/25

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