Head of Client Experience & Value Strategy

RMB

Johannesburg

On-site

ZAR 1,200,000 - 1,800,000

Full time

4 days ago

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Job summary

FirstRand Group is seeking a strategic Client Experience Head in Johannesburg to lead the development and execution of customer value management and retentions strategies. You will drive customer-centric transformation across all touchpoints, aligning initiatives with organisational objectives and governance.

The role builds high-performing teams and stakeholder partnerships while delivering measurable business results.

Qualifications

Bachelor's degree or equivalent required.
6–8 years in Client Experience, Retentions and Value Management.
5–8 years at a senior management level.
Proven experience leading CX 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 outcomes.
Drive continuous improvement to enhance service delivery, efficiency and satisfaction.
Monitor customer touchpoints to ensure a seamless, integrated experience.
Foster a customer-first culture through leadership and stakeholder engagement.
Lead strategic projects and CX transformation initiatives.