Client Experience Architect - End-to-End Journey

Standard Bank Group; Douglas; On-site; GBP 52,000 - 78,000; Full time

Job summary

Standard Bank Offshore is seeking a Client Experience Manager to shape and enhance the end-to-end client journey across the business. The role focuses on turning client feedback, operational data and insights into measurable improvements, identifying pain points and root causes, and delivering sustainable enhancements to client experience.

The position requires experience in customer or client experience, preferably within financial services or a regulated environment, and collaboration across

Qualifications

• Experience turning client feedback into actionable improvements.
• Experience in financial services or regulated environments.
• Ability to analyze data and present insights to stakeholders.
• Experience with CRM platforms, notably Salesforce.

Responsibilities

• Improve client journeys and service processes.
• Use feedback, complaints and performance data to identify improvement opportunities.
• Conduct root-cause analysis and implement solutions to enhance the client experience.
• Collaborate across teams to deliver change and continuous improvement initiatives.
• Produce insights, reports and recommendations for stakeholders.

Skills

Client feedback

Root cause analysis

Stakeholder collaboration

Reporting & insights

Continuous improvement

Education

Degree in Business

Lean Six Sigma

Customer Experience certifications

Tools

Salesforce

Job description

Standard Bank Offshore is seeking a Client Experience Manager to shape and enhance the end-to-end client journey across the business. The role focuses on turning client feedback, operational data and insights into measurable improvements, identifying pain points and root causes, and delivering sustainable enhancements to client experience.

The position requires experience in customer or client experience, preferably within financial services or a regulated environment, and collaboration across