Cx Design Manager

7 days ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:

- To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction.**experience and qualifications**:

- Minimum Qualification - 4 Years relevant degree
- Preferred Qualification - MBA, CCXP
- Experience - At least 5 years financial services experience, with at least 2 in a customer experience role, at least 2 years experience in strategy development**additional requirements**:
**responsibilities**:

- Manage the client experience and expectations throughout the client life cycle and oversees all client communications including mandate development, development of terms and conditions and all client communications
- Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes
- Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
- Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence
- Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture
- Deliver change initiatives, either identified internally or externally, from good practice to support opportunities to improve customer experience
- Establish mutually beneficial relationships with stakeholders that support thought leadership, innovative and integrated practice solutions
- Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience
- Continuously review and evolve the processes to ensure they meet client needs, oversee and organize every interaction a client has with, and liaise with the relevant business owners to champion change and lead the prioritized service delivery improvements

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