Client Experience Head

FirstRand Bank India; Johannesburg; On-site; ZAR 2,000,000 - 3,200,000; Full time

Job summary

FirstRand Bank India is seeking a seasoned Client Experience Head to direct the development and execution of the organisation’s customer value management and retentions strategy. This senior role will drive customer-centric transformation, service excellence, and value creation across all touchpoints for FNB Insurance.

The ideal candidate will lead cross-functional initiatives, foster a customer-first culture, and oversee budgeting and governance to deliver sustainable business outcomes.

Qualifications

• Bachelor’s Degree in Commerce or an equivalent related qualification.
• 6–8 years in Client Experience, Retentions and Value Management.
• 5–8 years 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.

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 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.
• Lead strategic projects, customer experience transformation initiatives, and change management programmes.

Skills

Leadership

Stakeholder mgmt

Change management

Strategic thinking

Customer insights

Education

Bachelor’s Degree in Commerce

Job description

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.

Important Closing Date Note

07/11/26

All 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.