Client Experience Manager

FirstRand Bank Limited; Johannesburg; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading bank in South Africa seeks a professional to develop and lead customer experience frameworks aimed at delivering high-quality service and achieving business targets. The role requires expertise in client experience and digital marketing, with a focus on leveraging analytics to enhance customer satisfaction and operational efficiency.

Qualifications

• 5 Years’ experience in Client Experience / Digital Marketing.
• Background in technical or software environment beneficial.
• UX and basic Design experience.

Responsibilities

• Develop and lead customer experience frameworks.
• Deliver internal and external customer service excellence.
• Identify process improvements to reduce costs.

Skills

Client Experience

Digital Marketing

UX

Technical Content Writing

Job description

To develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met

• Deliver internal and external customer service excellence through adherence to quality service standards
• Leverage customer analytics and insights to inform the business on decisions and that could negatively impact the customer experience or on profitable opportunities to improve the customer experience
• Prioritize initiatives, develops and leads customer experience frameworks that deliver financial benefit and a positive impact on the customer experience
• Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate
• Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
• Define and implement a single client and developer experience across our platform products
• Manage and execute a consistent and effective marketing and training across out platforms products.
• Own and support the internal website ensuring content and capabilities are simple, updated, accurate and offers seamless user experience

Additional Requirements

• 5 Years’ experience in Client Experience / Digital Marketing
• Background in technical or software environment will be beneficial
• UX and basic Design experience
• Technical Content Writing

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

22 / 11 / 24

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.

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