Head of Customer Experience & Value Strategy

FirstRand Life Assurance Ltd; Sandton; In loco; ZAR 2.000.000 - 3.000.000; Tempo pieno

Descrizione del lavoro

FirstRand Life Assurance Ltd is seeking a seasoned Client Experience Head to direct strategy, planning and execution of customer experience objectives across the organisation. You will lead customer value management and retentions initiatives, drive transformation, and partner with stakeholders to deliver service excellence and measurable value.

The role requires strong leadership, governance, and stakeholder engagement to deliver sustained business outcomes and an enhanced customer experience

Competenze

• Bachelor's Degree in Commerce or an equivalent related qualification.
• 6-8 years' experience in Client Experience, Retentions and Value Management.
• 5-8 years' experience 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.

Mansioni

• 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.
• Build and maintain strong relationships with key stakeholders and business partners.
• Utilise customer insights, market trends, and industry best practices to influence strategic decision-making.
• Lead strategic projects, customer experience transformation initiatives, and change management programmes.
• Identify and implement innovative solutions that improve customer value and business performance.
• Oversee budgeting, resource planning, and financial management within the area of responsibility.
• Ensure adherence to governance, risk, compliance, and regulatory requirements.
• Represent the organisation in industry forums, benchmarking activities, and communities of practice.
• Develop and lead high-performing teams that deliver exceptional customer service and business results.
• Provide thought leadership on customer experience trends and emerging practices.
• Create an environment that encourages collaboration, innovation, learning, and continuous improvement.

Conoscenze

Client Experience

Retentions

Value Management

Leadership

Change Management

Stakeholder Management

Strategic Thinking

Formazione

Bachelor's Degree in Commerce or related qualification

Descrizione del lavoro

FirstRand Life Assurance Ltd is seeking a seasoned Client Experience Head to direct strategy, planning and execution of customer experience objectives across the organisation. You will lead customer value management and retentions initiatives, drive transformation, and partner with stakeholders to deliver service excellence and measurable value.

The role requires strong leadership, governance, and stakeholder engagement to deliver sustained business outcomes and an enhanced customer experience