Head of Client Experience & Value

FirstRand Bank India; Johannesburg; On-site; ZAR 2,000,000 - 3,200,000; Full time

Job summary

FirstRand Bank India is seeking a seasoned Client Experience Head to direct the development and execution of the organisation’s customer value management and retentions strategy. This senior role will drive customer-centric transformation, service excellence, and value creation across all touchpoints for FNB Insurance.

The ideal candidate will lead cross-functional initiatives, foster a customer-first culture, and oversee budgeting and governance to deliver sustainable business outcomes.

Qualifications

• Bachelor’s Degree in Commerce or an equivalent related qualification.
• 6–8 years in Client Experience, Retentions and Value Management.
• 5–8 years at a senior management level.
• Proven experience leading customer experience strategies and service improvement initiatives.
• Strong stakeholder management, leadership, and change management capabilities.
• Experience driving customer value, business improvement, and operational excellence.

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.
• Monitor and evaluate customer touchpoints to ensure a seamless, integrated, and consistent customer experience.
• Foster a customer-first culture across the organisation through leadership, coaching, and stakeholder engagement.
• Lead strategic projects, customer experience transformation initiatives, and change management programmes.

Skills

Leadership

Stakeholder mgmt

Change management

Strategic thinking

Customer insights

Education

Bachelor’s Degree in Commerce

Job description

FirstRand Bank India is seeking a seasoned Client Experience Head to direct the development and execution of the organisation’s customer value management and retentions strategy. This senior role will drive customer-centric transformation, service excellence, and value creation across all touchpoints for FNB Insurance.

The ideal candidate will lead cross-functional initiatives, foster a customer-first culture, and oversee budgeting and governance to deliver sustainable business outcomes.