Client Experience Leader: Data-Driven CX & Loyalty

Standard Bank Group; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Standard Bank Group in Cape Town seeks a senior specialist to manage end-to-end customer experience across all touchpoints, driving service excellence and stronger client loyalty.

The role requires advanced data analysis, stakeholder engagement and the ability to present insights clearly to inform decisions. You will lead cross-functional teams, coach colleagues, and optimise CRM-driven processes to uplift service outcomes.

Qualifications

• First degree in communication or marketing.
• Postgraduate degree in marketing or legal preferred.

Responsibilities

• Oversee and optimise customer interactions to improve service quality.
• Maximise satisfaction through experience enhancements and issue resolution.
• Develop data-driven engagement strategies from behavioural trends.
• Embed service standards and coach teams across functions.
• Leverage CRM platforms and data insights to uplift performance.

Skills

Customer experience

Data analysis

Stakeholder engagement

Presentation skills

Education

Bachelors in Communication/Marketing

Postgraduate degree in Marketing or Legal

Tools

Salesforce

Job description

Standard Bank Group in Cape Town seeks a senior specialist to manage end-to-end customer experience across all touchpoints, driving service excellence and stronger client loyalty.

The role requires advanced data analysis, stakeholder engagement and the ability to present insights clearly to inform decisions. You will lead cross-functional teams, coach colleagues, and optimise CRM-driven processes to uplift service outcomes.