Executive Head: Client Experience, Service, Insights & Enablement

Nedbank

Johannesburg

On-site

ZAR 3,500,000 - 5,500,000

Full time

7 days ago

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Job summary

Nedbank seeks an Executive Head to lead client experience, service insights and enablement for Business and Commercial Banking. You will translate market and customer intelligence into strategies that improve client outcomes and drive growth.

The role requires extensive leadership across multi-disciplinary teams, governance, and execution of client-centric initiatives at scale within regulated financial services.

Qualifications

Advanced diploma or degree required.
Undergraduate degree in Commerce/Business/Finance/Economics/Marketing/Data Analytics/Service Management or related.
Minimum 10–12 years of experience in business banking, client experience, service management, and related fields.

Responsibilities

Set the strategic direction for client experience, market insight and service enablement priorities.
Direct the integration of client feedback, market intelligence, and service performance data into enterprise strategies.
Lead cross-functional alignment of client experience objectives across coverage, product, operations, digital, distribution and support environments.
Provide executive oversight to ensure service improvement and experience transformation initiatives remain viable and compliant.

Skills

Client Experience

Stakeholder Engagement

Data Analytics

Leadership

Strategy

Education

Advanced Diplomas/National 1st Degrees

Undergraduate degree in Commerce/Business/Finance/Economics/Marketing/Data Analytics/Service Management or related

Job description

Title:Executive Head: Client Experience, Service, Insights & Enablement

Shape the future of client experience in Business and Commercial Banking by leading the integration of client insight, service excellence and enablement across the franchise. This role offers the opportunity to influence strategic decisions, enhance client journeys, strengthen frontline effectiveness and drive sustainable business growth through insight-led, client-centric leadership at scale.

Job Purpose

To provide executive leadership for client experience, service insights and enablement within Business and Commercial Banking by translating market, customer and service intelligence into strategies that improve client outcomes, strengthen enterprise service and channel effectiveness, and support sustainable growth within approved risk, conduct and compliance parameters.

Job Responsibilities

Client Experience Strategy, Market Insight and Service Direction

Set the strategic direction for client experience, market insight and service enablement priorities that support growth, retention, client trust, service quality and differentiated business banking outcomes.
Direct the integration of client feedback, market intelligence, customer behaviour insights, service performance data, complaint themes and business priorities into enterprise-aligned client experience strategies.
Lead cross-functional alignment of client experience objectives, service standards, journey priorities and enablement interventions across coverage, product, operations, digital, distribution and support environments.
Provide executive oversight to ensure service improvement and experience transformation initiatives remain commercially viable, risk-aware, client-centred and aligned to governance expectations.

Service Insights, Customer Intelligence and Performance Governance

Provide executive oversight over service insights, customer intelligence, market interpretation, performance narratives and management information that inform enterprise decision-making, investment prioritisation and accountable service improvement.
Ensure service and customer measures provide an integrated view of client pain points, responsiveness, channel performance, turnaround times, escalation trends, customer needs and systemic service issues.
Drive evidence-based prioritisation of client and service interventions by balancing client impact, market relevance, commercial value, operational feasibility, risk exposure and delivery capacity.
Establish governance routines that track service outcomes, customer experience indicators, remediation actions, ownership, executive reporting and progress against agreed client experience priorities.

Journey Management, Enablement and Frontline Effectiveness

Direct the optimisation of priority client journeys by identifying friction points, aligning service responses and ensuring improvement initiatives translate into measurable client and business outcomes.
Lead enablement approaches that equip client-facing, frontline, service and support teams with the insight, standards, operating disciplines and tools required to improve client conversations and service delivery at scale.
Drive adoption of service routines, customer experience practices, escalation disciplines and journey improvement actions that improve consistency across business and commercial banking environments.
Provide direction on communication, learning, change and capability interventions that support sustained behavioural adoption, frontline effectiveness and measurable service improvement.

Job Responsibilities Continue

Provide strategic direction for digital sales, service and distribution effectiveness to improve client access, channel adoption, service consistency and commercially sustainable client engagement.
Align digital and service distribution priorities with client journey insights, frontline requirements, business growth objectives, service performance indicators and operational readiness.
Oversee initiatives that improve the effectiveness of digital servicing, assisted channels, sales enablement practices and client support models across business and commercial banking.
Ensure channel, service and distribution improvements are governed through clear executive measures, ownership, adoption plans, benefits tracking and risk-aware implementation disciplines.
Set the control expectations for client experience and service enablement activities to operate within applicable governance, conduct, compliance, FAIS-related and operational risk requirements.
Provide oversight of client-impacting issues, service failures, complaint themes, control gaps and remediation actions within the function’s accountability area.
Manage escalation of material service risks and unresolved systemic issues to support timely decision-making, accountability and sustainable client outcomes.
Ensure service improvement recommendations are supported by evidence, appropriate controls, executive stakeholder alignment and clear ownership for implementation.
Lead executive stakeholder engagement to align market insight, client experience, journey management, service insight, digital service and enablement priorities across commercial, coverage, product, operations and support environments.
Drive cross-functional collaboration to resolve service barriers, improve end-to-end client journeys and strengthen accountability for client outcomes across physical, assisted and digital service environments.
Provide strategic recommendations to executive forums by translating market signals, customer insight, service data, channel performance and business context into prioritised decisions and accountable actions.
Manage stakeholder expectations through disciplined communication, transparent performance reporting and consistent follow-through on agreed client experience, service and distribution priorities.
Lead a multi-disciplinary functional portfolio through senior leaders and specialist teams by setting strategic outcomes, decision boundaries, delivery priorities and accountability expectations across insight, experience, journey, frontline, digital service and enablement disciplines.
Build leadership capability in client experience management, market and customer insight, service analytics, journey optimisation, digital enablement, stakeholder influence, governance awareness and execution delivery.
Ensure leadership routines, coaching, performance discussions, prioritisation forums and decision-making practices support collaboration, quality execution, continuous improvement and responsible client outcomes.
Manage succession, capacity, capability and workforce considerations to maintain continuity across service insight, client experience, journey management, frontline support, digital service and distribution delivery.

People Specification

Essential Qualifications - NQF Level

Advanced Diplomas/National 1st Degrees

Preferred Qualification

Essential: Relevant undergraduate degree in Commerce, Business Management, Finance, Economics, Marketing, Client Experience, Data Analytics, Service Management, Banking or a related discipline.

Preferred: Postgraduate qualification aligned to client experience, business banking, service strategy, analytics, commercial leadership or a related role domain.

Essential Certifications

Preferred Certifications

Minimum Experience Level

Essential: Minimum of 10–12 years’ experience in business banking, commercial banking, client experience, service management, client insights, sales and service enablement, business performance, analytics or related financial services environments, including leadership of multi-disciplinary teams or functional portfolios.

Preferred: Approximately 15+ years’ experience in a regulated financial services environment, with exposure to executive stakeholder engagement, client experience strategy, service performance governance, insight-led enablement, commercial banking value chains, conduct requirements and enterprise-wide multi-stakeholder delivery.

Technical / Professional Knowledge