Client Experience Manager needed at FNB South Africa

Job Description

• To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction
• Support Execution and relationships between other CX teams and other Business Resources, Docus on Enhancing Existing Customer Journeys: KYC, Fraud, Service and Secure Chat
• Demonstrate innovation by applying continuous improvement of best practices, fine-tuning systems and optimising resources, leading to reduced costs and increased performance
• Develop, encourage and nurture collaborative relationships within business and/or across the FRG
• Actively coach team through providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance.
• Deliver change initiatives, either identified internally or externally, from good practice to support opportunities to improve customer experience
• Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience

Education and Experience 

• Relevant Qualification (Degree or Diploma)
• 3-5 years’ experience as a specialist in Client Experience.