Head of Client Experience - CX Transformation Leader

The Recruitment Council; Gauteng; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

The Recruitment Council is seeking a Head: Client Experience for a leading financial services and investment firm in Gauteng. You will lead the design and execution of client experience value propositions and insights, ensuring a client-first approach across advisor and client journeys.

You will drive cross-functional collaboration, build reliable data capabilities and dashboards, and steer culture change toward a highly client-centric organisation.

Qualifications

• Education: a relevant university degree is required; a Master’s accreditation is advantageous.
• Experience: minimum 10 years leading a service-, client-facing, or CX team with impact.
• CX Design: proven experience in designing client experiences and driving cultural change.
• Collaboration & Analytics: cross-functional leadership with strong data analytics.
• Influencing Skills: ability to influence senior decisions with client outcomes at heart.

Responsibilities

• Strategy & Insight: research and assess client experience strategies across Retail and Institutional propositions.
• Client Advocacy & Culture: act as the client advocate and build a 360-degree client view.
• Cross-Functional Collaboration: partner with Channel teams, IFAs and business units for seamless journeys.
• Tools, Data & Technology: establish data capabilities, dashboards, and survey tools to measure satisfaction.
• Change Management: drive interventions to embed a client-centric culture across markets and channels.
• Service Support: empower internal teams with information and tech support to improve experiences.

Skills

CX Design

Collaboration & Analytics

Influencing Skills

Education

University degree

Master’s accreditation

Job description

The Recruitment Council is seeking a Head: Client Experience for a leading financial services and investment firm in Gauteng. You will lead the design and execution of client experience value propositions and insights, ensuring a client-first approach across advisor and client journeys.

You will drive cross-functional collaboration, build reliable data capabilities and dashboards, and steer culture change toward a highly client-centric organisation.