Client Experience & Value Transformation Lead

Fnbnamibia

Johannesburg

On-site

ZAR 557,000 - 667,000

Full time

4 days ago

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Job summary

FNB Insurance is seeking a strategic Client Experience Head to direct the development and execution of customer value management and retentions strategies. You will lead customer-centric transformation, service excellence, and value creation across all touchpoints for the organisation.

The role demands senior leadership with a track record in shaping customer experience strategies, improving service delivery, and driving sustainable business outcomes through innovative customer-focused solutions.

Qualifications

Bachelor's degree in Commerce or 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.

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