Head of Client Experience & Value Management

Wesbank; Johannesburg; Sur place; ZAR 520 000 - 703 000; Plein temps

Résumé du poste

WesBank in Johannesburg is seeking a strategic Client Experience Head to direct customer value management and retentions initiatives across FNB Insurance. You will lead CX transformation, drive service excellence and build high-impact teams to deliver sustainable business outcomes through customer-centric solutions.

The role requires 5–8 years in senior CX leadership, a degree in commerce, and strong stakeholder management.

Qualifications

• Bachelor's Degree in Commerce or equivalent.
• 6–8 years' experience in Client Experience, Retentions and Value Management.
• 5–8 years' experience at a senior management level.

Responsabilités

• 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.
• Foster a customer-first culture across the organisation through leadership and stakeholder engagement.
• Lead strategic projects and change management programmes.

Connaissances

Stakeholder management

Leadership

Change management

Customer value management

Formation

Bachelor's Degree in Commerce

Description du poste

WesBank in Johannesburg is seeking a strategic Client Experience Head to direct customer value management and retentions initiatives across FNB Insurance. You will lead CX transformation, drive service excellence and build high-impact teams to deliver sustainable business outcomes through customer-centric solutions.

The role requires 5–8 years in senior CX leadership, a degree in commerce, and strong stakeholder management.