Client Experience Manager R53980

First National Bank Holdings

About the role

To manage and embed client experience standards, service models and journey improvements within a defined business area, ensuring a consistent, seamless and customer‐centric experience across touchpoints. To implement the strategy towards a customer centric business through customer segmentation, customer value proposition development and implementation in consultation with various stakeholders, channels and enablers using research and analytics to provide business insights to inform the customer experience and value proposition. **Special Requirements:** • Bachelor’s degree in, Customer Experience or Business Management • 5–7 years’ experience in client experience, service management or customer‐focused operational roles. • At least 2–3 years’ experience in a supervisory role. • Demonstrated experience improving customer journeys, service quality and client satisfaction metrics. • Exposure to cross‐functional stakeholder engagement in a regulated environment. **Company Contact:** Address: Cnr. Schanzen & Sinclair roads Windhoek, KH, Namibia Phone: 061 299 2455 Website: http://www.fnbnamibia.com.na

Requirements

• Lead the process in working to address and resolve client issues, either through direct personal action or by promoting quick and results-driven collaboration with other relevant parties.
• Prioritize initiatives, develops and leads customer experience frameworks that deliver financial benefit and a positive impact on the customer experience.
• Lead CX meetings and strategy sessions
• Leverage customer analytics and insights to inform the business on decisions and that could negatively impact the customer experience or on profitable opportunities to improve the customer experience.
• Lead and manage the execution of client experience initiatives aligned to enterprise CX strategy.
• Own and continuously improve key client journeys, service touchpoints and experience standards.
• Analyse client feedback, complaints, insights and service metrics to identify improvement opportunities.
• Translate customer insights into practical service improvements across people, process and channels.
• Partner with Operations, Channels, Product and Compliance to resolve experience breakdowns.
• Ensure adherence to service standards, TCF (treat customers fairly) principles and internal governance requirements.
• Track and report on client experience performance, trends and improvement outcomes.

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