First National Bank (FNB) South Africa offers dynamic career paths, structured graduate development programs, and continuous on-the-job learning across banking, data science, IT, and client advisory roles
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.
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