Senior Manager and Customer Experience and Channel Management

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

Overview

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of history and positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Job Specification: Manager of Customer Experience and Channel Management

Position Overview: An experienced and dynamic Manager of Customer Experience and Channel Management to lead and shape the strategic direction of our bank’s customer experience initiatives and channel management functions. The Manager will design and implement customer-centric strategies to enhance the overall customer journey and optimize channels for superior service delivery. You will collaborate with cross-functional teams, leverage data-driven insights, and champion innovation to create exceptional experiences for our customers.

Key Responsibilities

Channel Management – Weight: 50%

• Develop and implement a comprehensive channel strategy. Create and execute a plan that aligns with bank objectives, ensuring all customer interactions—branch, online, mobile, or call centre—are consistent and seamless. Analyse customer behaviour, segment channels by need, and set KPIs for performance.
• Regularly analyse usage data and customer feedback to identify and address issues, introducing improvements such as process streamlining and user interface upgrades.
• Work closely with marketing, product, operations, and tech teams to integrate channel initiatives into campaigns, product launches, and service enhancements.
• Identify, test, and deploy innovative solutions (e.g., self-service tools, chatbots, mobile apps) to enhance efficiency and satisfaction across all channels.
• Monitor industry trends and advise on strategy.
• Ensure regulatory and risk compliance.
• Use customer and market insights to lead optimisations, run workshops, and adapt channels to evolving expectations.

Customer Experience – Weight: 50%

• Develop and implement a customer experience strategy that aligns with bank objectives, delivering a seamless and personalised journey across all channels.
• Lead and support stakeholders and teams focused on customer experience design, channel optimisation, and process improvements.
• Continuously analyse data and feedback to identify pain points and enhance the customer journey.
• Collaborate with marketing, product, operations, and tech teams to ensure customer experience initiatives support business goals.
• Utilise customer insights, research, and market trends to drive improvements in experience and channel management.
• Create customer journey maps to understand needs and challenges at each stage.
• Promote innovation by adopting new technologies such as self-service tools, chatbots, and mobile apps.
• Monitor industry trends and recommend strategies for competitive advantage.
• Ensure regulatory and risk compliance.

Qualifications and Skills

• Bachelor's degree in business, marketing, finance, or a related field. An advanced degree is preferred.
• Proven experience in customer experience management, channel management, or a related field within the banking or financial services industry.
• Strong leadership skills with the ability to inspire and manage a team, fostering a culture of customer-centricity and continuous improvement.
• Deep understanding of customer experience principles, journey mapping, and channel optimization strategies.
• Analytical mindset with proficiency in analyzing customer data, interpreting insights, and making data-driven decisions.
• Experience in implementing customer experience measurement frameworks, developing KPIs, and leveraging customer feedback to drive improvements.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Knowledge of banking regulations, compliance requirements, and security standards related to customer experience and channel management.
• Strategic thinking and the ability to translate business objectives into actionable customer experience strategies.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

EEO Statement: Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised