Client Experience Head

Wesbank; Johannesburg; Presencial; ZAR 520.000 - 703.000; Jornada completa

Descripción de la vacante

WesBank in Johannesburg is seeking a strategic Client Experience Head to direct customer value management and retentions initiatives across FNB Insurance. You will lead CX transformation, drive service excellence and build high-impact teams to deliver sustainable business outcomes through customer-centric solutions.

The role requires 5–8 years in senior CX leadership, a degree in commerce, and strong stakeholder management.

Formación

• Bachelor's Degree in Commerce or equivalent.
• 6–8 years' experience in Client Experience, Retentions and Value Management.
• 5–8 years' experience at a senior management level.

Responsabilidades

• Develop and execute Customer Value Management and Retentions strategies aligned to organisational objectives.
• Design and implement customer-centric service solutions, operating models, and frameworks that improve customer outcomes.
• Drive continuous improvement initiatives that enhance service delivery, operational efficiency, and customer satisfaction.
• Foster a customer-first culture across the organisation through leadership and stakeholder engagement.
• Lead strategic projects and change management programmes.

Conocimientos

Stakeholder management

Leadership

Change management

Customer value management

Educación

Bachelor's Degree in Commerce

Descripción del empleo

Client Experience HeadBy clicking \"Accept\", you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. Click here to read our cookie policy.### Client Experience HeadApply: Johannesburg: Full time: Posted Today: End Date: November 7, 2026 (7 days left to apply): R54807# **Job Description**To direct and oversee the strategy, planning and execution of the organization's customer experience objectives **Hello,** future Client Experience Head We are searching for an experienced and strategic **Client Experience Head** to lead the development and execution of the organisation's customer value management and retentions strategy. This role is responsible for driving customer-centric transformation, service excellence, and value creation across all customer touchpoints for **FNB Insurance.** This is an exciting opportunity for a senior leader who is passionate about enhancing customer experiences, influencing business strategy, and delivering sustainable business outcomes through innovative customer-focused solutions. **Are you someone who can** * Develop and execute Customer Value Management and Retentions strategies aligned to organisational objectives.* Design and implement customer-centric service solutions, operating models, and frameworks that improve customer outcomes.* Drive continuous improvement initiatives that enhance service delivery, operational efficiency, and customer satisfaction.* Monitor and evaluate customer touchpoints to ensure a seamless, integrated, and consistent customer experience.* Foster a customer-first culture across the organisation through leadership, coaching, and stakeholder engagement.* Build and maintain strong relationships with key stakeholders and business partners.* Utilise customer insights, market trends, and industry best practices to influence strategic decision-making.* Lead strategic projects, customer experience transformation initiatives, and change management programmes.* Identify and implement innovative solutions that improve customer value and business performance.* Oversee budgeting, resource planning, and financial management within the area of responsibility.* Ensure adherence to governance, risk, compliance, and regulatory requirements.* Represent the organisation in industry forums, benchmarking activities, and communities of practice.* Develop and lead high-performing teams that deliver exceptional customer service and business results.* Provide thought leadership on customer experience trends and emerging practices.* Create an environment that encourages collaboration, innovation, learning, and continuous improvement. **You will be an ideal candidate if you have** * Bachelor's Degree in Commerce or an equivalent related qualification.* 6–8 years' experience in Client Experience, Retentions and Value Management.* 5–8 years' experience at a senior management level.* Proven experience leading customer experience strategies and service improvement initiatives.* Strong stakeholder management, leadership, and change management capabilities.* Experience driving customer value, business improvement, and operational excellence. **What's in it for you** * Opportunity to shape and influence the customer value and retentions strategy.* Exposure to enterprise-wide transformation and strategic initiatives.* Leadership of a customer-centric function with broad business impact.* A collaborative environment focused on innovation, service excellence, and continuous improvement. #Post#FNB#LI-AR2# # **Important Closing Date Note**# **Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.**07/11/26All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.### Introduce YourselfIntroduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match.Should you have any queries, please log it via MyQ.### About UsServing retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognised rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career. Especially if you want to change people’s lives, in an authentic, profound and sustainable way.