Client Experience Head

FirstRand Life Assurance Ltd; Sandton; On-site; ZAR 2,000,000 - 3,000,000; Full time

Job summary

FirstRand Life Assurance Ltd is seeking a seasoned Client Experience Head to direct strategy, planning and execution of customer experience objectives across the organisation. You will lead customer value management and retentions initiatives, drive transformation, and partner with stakeholders to deliver service excellence and measurable value.

The role requires strong leadership, governance, and stakeholder engagement to deliver sustained business outcomes and an enhanced customer experience

Qualifications

• 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.

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.
• 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.

Skills

Client Experience

Retentions

Value Management

Leadership

Change Management

Stakeholder Management

Strategic Thinking

Education

Bachelor's Degree in Commerce or related qualification

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.

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.
• 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.

Qualifications

• 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.

Company culture

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.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services. The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group's purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.