Head of Client Experience, Value & Retention

FirstRand Limited; Johannesburg; On-site; ZAR 557,000 - 667,000; Full time

Job summary

FirstRand Limited is seeking a strategic Client Experience Head to direct the development and execution of customer value management and retentions strategies that align with organisational goals. The role focuses on driving customer-centric transformation, service excellence, and value creation across all customer touchpoints for FNB Insurance.

The ideal candidate has 5–8 years in senior management with strong leadership, stakeholder engagement and change-management capabilities to steer

Qualifications

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

Responsibilities

• Develop and oversee Customer Value Management and Retentions strategies aligned to organisational objectives.
• Design and implement customer-centric service solutions, operating models and frameworks.
• Lead transformation initiatives to improve service delivery, efficiency and customer satisfaction.
• Oversee governance, risk, compliance and regulatory requirements within the area of responsibility.

Skills

Customer Value Management

Retention strategy

Stakeholder management

Change management

Leadership

Service improvement

Education

Bachelor's Degree in Commerce or equivalent qualification

Job description

FirstRand Limited is seeking a strategic Client Experience Head to direct the development and execution of customer value management and retentions strategies that align with organisational goals. The role focuses on driving customer-centric transformation, service excellence, and value creation across all customer touchpoints for FNB Insurance.

The ideal candidate has 5–8 years in senior management with strong leadership, stakeholder engagement and change-management capabilities to steer