Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

To lead the bank-wide Customer Experience strategy and scorecard formulation and enable the execution of a consistent pro-active approach to client experience. To set and embed the Client Experience minimum standards and frameworks whilst supporting the transition to a platform business. To identify sustainable resolution to client and staff friction points to shift overall client experience through actionable insights and analysis.

Qualifications

Qualification: Bachelor of Commerce or related.

Additional Information

Experience:

5-7 years: Proven ability to develop strategic insights from market and customer insights. Strong analytical and data driven thinking. Must have experience in managing projects and people.

5-7 years: Banking experience, with high level of exposure to Customer Facing services and/or relationship service roles

Key responsibilities:

Develop and implement strategies to enhance overall client experience and satisfaction across the business functions in line with the Banks strategic objectives and purpose.Identify areas for process improvement in the client journey and suggest solutions, implement changes to streamline processes and enhance the client experience.Gather and analyse client data and feedback to identify pain points, trends, issues and areas for improvement; Act as the single point for all client experience insights and overlaying the key themes and insights, driving adoption of a robust change management process to ensure that client experience standards are upheld.Engage multiple stakeholders across PPB/BCB/CIB and all associated cross functional teams to entrench a pro-active client centred culture for client experience through effective communication and change management.

Behavioural Competencies:

Interpreting DataMaking DecisionsProviding InsightsTeam WorkingUnderstanding People

Technical Competencies:

Active ListeningAnalysing and Interpreting InformationCustomer Understanding (Consumer Banking)Developing Marketing InsightsDifficult Calls Management