Client Experience Manager at FNB South Africa

Job Description
Hello Future Client Experience Manager

• A Client Experience Manager is responsible for shaping the end-to-end customer journey and ensuring high satisfaction at every touchpoint. In this role, you will oversee the customer experience (CX) of our AI-driven virtual assistant and ensure it creates positive, engaging interactions for users. 
• This involves monitoring how customers interact with the virtual assistant from initial contact through resolution and implementing strategies to continuously improve those interactions. 
• In a financial services context, delivering an exceptional experience is especially critical – customer trust is paramount, and technology must be leveraged with a strong focus on customer needs to build and maintain relationships. As a senior member of the team, you will also lead a group of UX designers, aligning interface design and functionality with the desired client experience outcomes.

Key Responsibilities

• As the Client Experience Manager for the virtual assistant, your duties will encompass strategic planning, day-to-day oversight of customer interactions, and team leadership. Key responsibilities include: 
• Develop and implement a customer experience (CX) strategy for the virtual assistant, monitor and improve interactions using feedback and data analysis, and collaborate across departments to align performance with CX goals.
• Lead and mentor the UX design team to create customer-centric interfaces, track and report key CX performance indicators (KPIs) like NPS and CSAT, and leverage customer feedback for actionable insights.
• Optimize the customer journey across all touchpoints, resolve escalated complaints promptly, and ensure the virtual assistant content remains relevant.
• Train teams to consistently adopt a customer-centric approach, stay informed on industry trends, and present performance reports with actionable findings.

Key Skills and Competencies

• A successful Client Experience Manager should possess a blend of analytical, interpersonal, and technical skills. Critical skills and competencies include: Customer-Centric Mindset, Empathy and understanding of customer needs and concerns.
• Leadership: Ability to guide teams, foster collaboration, and manage performance.
• Communication Skills: Proficiency in articulating insights and building rapport with stakeholders.
• Analytical Skills: Data-driven approach to uncover actionable insights and improve CX.
• Technical Proficiency: Familiarity with CRM systems, CX tools, and virtual assistant technologies.
• Cross-Functional Collaboration: Expertise in coordinating efforts across departments.
• Adaptability: Continuous learning to keep up with evolving CX trends and technologies.
• Problem-Solving: Effective resolution of customer issues and operational challenges.
• Strategic Vision: Long-term planning to enhance the customer journey and achieve business goals.
• Experience: Over 5 years of customer experience management, preferably in financial services, with a proven track record in improving satisfaction and loyalty.
• Domain Knowledge: Familiarity with CX principles, digital customer service tools, AI-powered virtual assistants, and financial products.
• Leadership Experience: Demonstrated ability to lead teams, mentor employees, and coordinate cross-functional projects.
• Active Customer Engagement: Background in driving customer engagement or loyalty through feedback programs and retention campaigns.
• Marketing/Communication: Experience in campaign management, customer messaging, or brand management to align CX with brand strategies.

Required Qualifications and Experience

To be successful in this senior role, candidates should meet the following qualifications:

• Education: A bachelor’s degree in marketing, business administration, communications, or psychology is required.
• Advanced degrees, such as an MBA, are advantageous but not mandatory.

End Date: July 3, 2025