Analyst Fraud Customer Experience

Absa Bank Limited; Johannesburg; On-site; ZAR 500 000 - 750 000; Full time

Job summary

A leading financial institution in Johannesburg is seeking a dynamic Customer Experience & Communications Specialist. The role involves shaping customer-centric initiatives and driving improvements in customer experience. Candidates should possess a relevant degree and 3-5 years of experience in retail banking or customer insights. The position supports the delivery of the Fraud Customer Strategy and enhances trust and loyalty through proactive solutions. This opportunity highlights the importance of customer advocacy within the team.

Qualifications

• 3–5 years' experience in retail banking or customer experience.
• Proven ability to contribute to customer experience strategy.
• Strong understanding of customer-facing environments.

Responsibilities

• Support and deliver customer experience initiatives.
• Use data to shape customer-centered solutions.
• Partner with insight teams to understand customer needs.
• Document business requirements and track delivery.
• Drive proactive solutions to enhance customer experiences.

Skills

Customer experience strategy

Data analysis

Customer insights

Banking operations knowledge

Communication skills

Education

Relevant degree (NQF Level 7) or equivalent

Bachelor's Degrees and Advanced Diplomas: Law, Military Science and Security

Job description

Job Summary

Absa Fraud Solutions is seeking a dynamic Customer Experience & Communications Specialist to shape and execute customer‑centric initiatives across customer communication, customer insights, customer service, and Voice of the Customer. This role plays a key part in the delivery of the Fraud Customer Strategy, driving improved customer experiences, reducing pain points, and enabling our frontline teams to deliver superior service.

You will be an advocate for customers, ensuring their needs, frustrations, expectations and feedback are embedded in our processes, solutions and strategic initiatives. The role also contributes to resolving customer unhappiness related to fraud events, enhancing trust and loyalty.

Key Responsibilities

Transformational & Strategic Projects

• Support and deliver strategic initiatives that create an industry‑leading customer experience
• Use data and insights to shape customer‑centred solutions, products, and communications
• Conduct research, analyse findings, and translate insights into actionable improvements
• Work collaboratively with design, technical, and cross‑functional teams to ensure alignment to intended customer experience outcomes
• Document and prioritise business requirements, track delivery, and report on project progress

Customer Experience Enablement

• Partner with insight teams to understand customer needs, market trends, and competitor strategies
• Identify customer improvement opportunities through benchmarking, surveys, and Voice of Customer analytics
• Help define the ideal customer experience and build capabilities that differentiate Absa in the market
• Develop solutions that support frontline staff in delivering seamless, high‑quality service
• Address root causes of recurring service failures to reduce customer friction
• Implement service improvement initiatives across NPS, CSI, complaints, quality, and other CX metrics

Relationship Building & Teamwork

• Build strong networks across Retail & Business Banking to influence customer experience improvements
• Actively participate in cross‑functional teams to co‑create solutions
• Champion best practice across the business and encourage a customer‑first mindsetDrive your own professional development to strengthen personal and role effectiveness

Customer Unhappiness Resolution

• Receive, resolve, and respond to customer complaints across multiple channels
• Identify recurring issues and recommend corrective actions to prevent future occurrences
• Drive proactive solutions to continuously enhance customer experience during and after fraud-related incidents

Education & Experience

• Relevant degree (NQF Level 7) or equivalent
• 3–5 years’ experience in retail banking, customer experience, customer insights, or related fields
• Proven ability to contribute meaningfully to the customer experience strategy
• Strong understanding of customer-facing environments and banking operations

Education

• Bachelor's Degrees and Advanced Diplomas: Law, Military Science and Security (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised.