Chief Client Experience & Value Lead

RMB Nigeria Limited; Johannesburg; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

FNB Insurance seeks a strategic Client Experience Head to direct customer value management and retention efforts across the organisation. The role shapes customer-centric service models, drives service excellence, and leads transformation initiatives enabling sustainable business value.

The successful candidate will lead a cross-functional team, manage stakeholders, and deliver improvements aligned with FirstRand Group's governance and regulatory requirements.

Qualifications

• Bachelor's degree in Commerce or equivalent required.
• 6–8 years in Client Experience, Retentions and Value Management.
• 5–8 years at a senior management level with leadership experience.
• Proven ability to lead customer experience strategies and service improvements.

Responsibilities

• Develop and execute Customer Value Management and Retentions strategies aligned to organisational objectives.
• Design and implement customer-centric service solutions, operating models, and frameworks.
• Drive continuous improvement to enhance service delivery and customer satisfaction.
• Monitor customer touchpoints to ensure a seamless, integrated experience.
• Lead change management initiatives and stakeholder engagement across the organisation.

Skills

Stakeholder management

Leadership

Change management

Customer experience strategy

Service improvement

Strategic planning

Education

Bachelor's Degree in Commerce

Job description

FNB Insurance seeks a strategic Client Experience Head to direct customer value management and retention efforts across the organisation. The role shapes customer-centric service models, drives service excellence, and leads transformation initiatives enabling sustainable business value.

The successful candidate will lead a cross-functional team, manage stakeholders, and deliver improvements aligned with FirstRand Group's governance and regulatory requirements.