Manager, Client Experience

6 days ago

Cape Town, Western Cape, South Africa Standard Bank Full time

Job Overview

Business Segment: Personal & Private Banking

Location: ZA, WC, Cape Town, 2 Heerengracht Street

Job Type: Full-time

Job Ref ID: A-0001

Date Posted: 12/4/2025

Job Description

Manage and optimise the end-to-end customer experience by overseeing, analysing and improving client interactions across all touchpoints. The role focuses on building a culture of service excellence, strengthening customer loyalty and ensuring consistently exceptional experiences. Success in this role requires strong networking and relationship building abilities, advanced data analysis capability and the confidence to deliver insights and recommendations through clear and compelling presentations.

Key Responsibilities

Oversee and optimise all customer interactions to elevate service quality, strengthen stakeholder relationships and build long-term client loyalty.

Maximise customer satisfaction through targeted experience enhancements, proactive issue resolution and strong presentation of insights to influence decision making.

Develop and implement data-driven customer engagement strategies informed by behavioural trends, customer feedback and detailed analysis.

Strengthen organisational capability by embedding service standards, supporting teams through coaching and building strong working relationships across functional areas.

Manage continuous improvement efforts by leveraging CRM platforms, digital tools, quality frameworks and data insights to uplift service performance and client outcomes.

Qualifications

First Degree in Communication or Marketing required

Postgraduate Degree in Marketing or Legal preferred

Experience

8 to 10 years in customer experience, service design or client engagement roles with proven managerial and operational experience

Demonstrated experience in data analysis, stakeholder engagement, presenting findings and influencing business decisions

Strong background in interpreting customer insights and partnering across functions to deliver service improvements

Additional Information

Behavioural Competencies:

Developing Strategies and Making Decisions

Embracing Change and Taking Action

Empowering Individuals and Team Working

Establishing Rapport and Interacting with People

Understanding People and Valuing Individuals

Interpreting Data and Resolving Conflict

Technical Competencies:

Client journey mapping and persona development

CRM and CLM platforms (including Salesforce)

Data analysis and insight-based decision making

Strong presentation design and delivery skills

Product and services knowledge across multiple business areas

Coaching and people development

Effective communication and stakeholder management

Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on or

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