Strategic Head of Customer Experience & Retention

FNB South Africa; Johannesburg; On-site; ZAR 1,800,000 - 2,600,000; Full time

Job summary

FNB South Africa is seeking a seasoned Client Experience Head to lead the development and execution of the organisation's customer value management and retentions strategy across FNB Insurance. You will drive customer-centric transformation, service excellence, and value creation across all customer touchpoints, shaping enterprise-wide customer experiences and strategic initiatives.

This leadership role requires a passion for elevating CX, influencing business strategy, and delivering

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.
• 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.

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 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.

Skills

Leadership

Stakeholder management

Change management

Customer experience

Strategic thinking

Communication

Education

Bachelor's Degree in Commerce

Job description

FNB South Africa is seeking a seasoned Client Experience Head to lead the development and execution of the organisation's customer value management and retentions strategy across FNB Insurance. You will drive customer-centric transformation, service excellence, and value creation across all customer touchpoints, shaping enterprise-wide customer experiences and strategic initiatives.

This leadership role requires a passion for elevating CX, influencing business strategy, and delivering