Client Experience Manager

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

• Business Segment: Personal & Private Banking

Company Description

Standard Bank Offshore is the offshore arm of the Standard Bank Group, a leading Africa focused financial services group, and an innovative player on the global stage. Our international Banking, Lending, Investment, Fiduciary and Wealth Management services offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals.

Our clients range from individuals to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa and SBO is perfectly positioned to support the growth of our organisation from our office in the Isle of Man, Jersey, London, MAUs and South Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.

We're looking for a highly motivated Client Experience Manager to help shape and enhance the end-to-end client journey across our business.

This is a new opportunity for an seasoned client experience professional who thrives on turning client feedback, operational data and insight into tangible improvements. You'll play a key role in identifying client pain points, uncovering root causes and working collaboratively across the organisation to deliver sustainable, measurable enhancements to the client experience. The role is focused on driving improvement and change, rather than traditional customer service management.

Qualifications

• Turn client feedback, complaints and service data into actionable insights that improve client outcomes.
• Identify root causes of client pain points and drive sustainable end-to-end journey improvements.
• Champion the Voice of the Client across the organisation, ensuring client needs are reflected in decision-making.
• Influence and collaborate with stakeholders across multiple business areas to deliver measurable change.
• Produce meaningful reporting and recommendations that support continuous improvement and enhance the client experience.

Qualifications

• Degree-level qualification in Business, Customer Experience, Financial Services, or a related discipline is desirable.
• Professional qualifications or certifications in Customer Experience, Continuous Improvement, Lean, Six Sigma, or Change Management would be advantageous.
• Evidence of ongoing professional development and a commitment to delivering exceptional client outcomes.

Experience

We're looking for someone with experience in customer or client experience, ideally within financial services or another regulated environment. You should be able to demonstrate experience in:

• Improving customer or client journeys and service processes.
• Using customer feedback, complaints and performance data to identify improvement opportunities.
• Conducting root-cause analysis and implementing solutions that enhance the client experience.
• Working collaboratively across teams to deliver change and continuous improvement initiatives.
• Producing and presenting insights, reports and recommendations to stakeholders.
• Experience of CRM platforms such as Salesforce and continuous improvement methodologies would be advantageous.
• Providing Insights
• Examining Information
• Making Decisions
• Articulating Information
• Heart of Customer Experience
• Mind of Customer Experience

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