Head of Customer Experience & Channel Strategy

Absa Group; Johannesburg; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A prominent banking institution in Johannesburg is seeking an experienced Manager of Customer Experience and Channel Management. This role involves leading customer experience initiatives and channel strategy development to optimize service delivery. Candidates should have a solid background in banking, strong leadership skills, and analytical capabilities to drive continuous improvement and enhance customer satisfaction. The position requires collaboration with cross-functional teams and a focus on innovative solutions and regulatory compliance.

Qualifications

• Proven experience in customer experience management or channel management in banking.
• Strong analytical skills and experience with data-driven decision making.
• Excellent interpersonal skills to collaborate effectively.

Responsibilities

• Lead the strategic direction of customer experience initiatives.
• Develop customer-centric strategies for service delivery.
• Collaborate with cross-functional teams to enhance customer journeys.

Skills

Customer experience management

Channel management

Leadership

Data analysis

Project management

Communication

Strategic thinking

Education

Bachelor's degree in business, marketing, finance, or related field

Advanced degree preferred

Job description

A prominent banking institution in Johannesburg is seeking an experienced Manager of Customer Experience and Channel Management. This role involves leading customer experience initiatives and channel strategy development to optimize service delivery. Candidates should have a solid background in banking, strong leadership skills, and analytical capabilities to drive continuous improvement and enhance customer satisfaction. The position requires collaboration with cross-functional teams and a focus on innovative solutions and regulatory compliance.