Customer Experience Specialist at FNB South Africa

Job Description

• Retail COO is seeking a dynamic and highly motivated Customer Experience Specialist to join our team.
• In this role, you will have the opportunity to collaborate and network with various product houses across the FirstRand Group. Your responsibilities will include managing and executing campaigns across multiple channels, engaging stakeholders, and building strong relationships with both internal teams and external vendors/suppliers.
• As a Customer Experience Specialist, you will provide expertise and strategic insight by documenting and shaping the customer journey across the business.
• You’ll work across channels, products, segments, and platforms to understand customer needs, behaviours, and expectations ensuring informed decisions are made to enhance the overall customer experience.

Are you someone who can:

• Perform research and analysis to deliver relevant, accurate, and timely information for informed decision-making.
• Manage risks within your area of responsibility.
• Develop, encourage, and nurture collaborative relationships across your area of specialisation.
• Actively participate in development opportunities and growth activities.
• Build effective working relationships across teams and functions to drive collaboration and innovation.
• Create customer-centric solutions and deliver service excellence aligned with organisational values and quality standards.
• Ensure a smooth, consistent, and unfragmented customer experience across all touchpoints and journey stages.
• Control expenditure and identify process improvements to reduce costs.
• Compile reports to track progress and support strategic decisions.

Education and Experience

• A BCom or related degree
• A minimum of 3 years’ experience as a Customer Experience Specialist
• Experience in the financial or banking industry (preferred)
• Proficiency in Microsoft Excel, Word, and PowerPoint

Are you someone who can:

• Curious & courageous – you’re always looking to learn more and are brave enough to challenge the status quo.
• Obsessed with mastery – you know what excellence looks like and constantly push yourself to reach it.
• Adaptable – you thrive in change and are always ready to pivot.
• Collaborative – you bring others along and value teamwork.
• Deeply invested – you care about customers, colleagues, and outcomes.
• Inclusive – you value different perspectives and experiences.
• Someone who builds trust, not territory
• Someone who always does the right thing

End Date: December 4, 2025