Manager, Client Experience needed at Standard Bank Group

Key Responsibilities

• Oversee and optimise all customer interactions to elevate service quality, strengthen stakeholder relationships and build long-term client loyalty.
• Maximise customer satisfaction through targeted experience enhancements, proactive issue resolution and strong presentation of insights to influence decision making.
• Develop and implement data-driven customer engagement strategies informed by behavioural trends, customer feedback and detailed analysis.
• Strengthen organisational capability by embedding service standards, supporting teams through coaching and building strong working relationships across functional areas.
• Manage continuous improvement efforts by leveraging CRM platforms, digital tools, quality frameworks and data insights to uplift service performance and client outcomes.

Qualifications

• First Degree in Communication or Marketing required
• Postgraduate Degree in Marketing or Legal preferred

Experience

• 8 to 10 years in customer experience, service design or client engagement roles with proven managerial and operational experience
• Demonstrated experience in data analysis, stakeholder engagement, presenting findings and influencing business decisions
• Strong background in interpreting customer insights and partnering across functions to deliver service improvements

Additional Information

Behavioural Competencies:

• Developing Strategies and Making Decisions
• Embracing Change and Taking Action
• Empowering Individuals and Team Working
• Establishing Rapport and Interacting with People
• Understanding People and Valuing Individuals
• Interpreting Data and Resolving Conflict

Technical Competencies:

• Client journey mapping and persona development
• CRM and CLM platforms (including Salesforce)
• Data analysis and insight-based decision making
• Strong presentation design and delivery skills
• Product and services knowledge across multiple business areas
• Coaching and people development
• Effective communication and stakeholder management