Executive: Juristic Client Experience at Nedbank

Job Purpose

• Drive a franchise view of clients and client experience, enabling differentiated coverage and client experience models that generate positive client sentiment and grow share of wallet.
• The role will be responsible for delivering warm-digital client experiences that enables client-centric journeys and experiences, and addresses client and staff pain points to allow scale and business growth.
• This role will need to immerse in and ​develop deep sector and product knowledge to support delivery of integrated client solutions and impactful client engagements.

Job Responsibilities

The executive will take accountability for leading the CX capability, its continuous development and innovation across our Juristic businesses

• Develop and implement CX strategy that will allow us to continuously delivery positive client-centric journeys and experiences 
• Ongoing CX capability development and innovation for the CX team and beyond. CX Innovation and Transformation - Not just deliver for today.
• Define, implement and lead world class approach for contextual client understand with empathy, using client insights to design world class experiences and journeys, as well as supporting client product experience design 
• Define, implement and lead world class CX measurement strategy 
• Understand, define and implement diverse set of methodologies for client insights collection, that are contextual to our business and client journeys, and give us holistic insights that allow us to design best in market client experiences and engagement
• Understand, define and implement best practice CX principles, practices and guardrails that will allow us to increase customer satisfaction across different levels 
• Understand and drive the implementation of best in class digital tools to support excellent CX delivery

The executive will take accountability for leading the CX team, as well as advocating for CX success

• Optimally structure the CX team to deliver CX strategy, leading the team of skilled CX professionals in the CX capability in a human centred way (heart – head - hands)
• Motivate and inspire the team to deliver CX excellence, managing the continued learning, development and delivery of best in class CX capabilities
• Drive collaboration with multiple CX, business and technology stakeholders across the business (Segment, Channel, Innovation Solutions and GT) to chart the CX strategy and deliver it 
• Develop effective working relationships with stakeholders (internal and external) to support effective delivery of our CX strategy
• Client obsession - Be the ambassador for client centricity, actively advocating for great client experiences across all touchpoints and engagements (even within ambiguity)
• Influence importance and priority for CX initiatives and the associated delivery across different teams throughout the business
• Effectively and efficiently manage team across the HR value chain including recruitment, performance management, retention of critical staff, succession planning and coaching and talent management

The executive will take accountability for leading CX initiative delivery and management of the CX capability financials 

• Understand and support business growth areas and strategic growth levers, and articulate how CX can help realise these
• Contract and coordinate the delivery of CX initiatives across services identified, ensuring quality and on-time delivery of CX work
• Ensure management of CX budget within guidelines and budget targets 
• Employ best practice agile methodologies to meet practices and guardrails aligned with the group
• Influence CX backlog and advocate for priority across different teams to ensure great CX is realised for our clients
• Define the touch-point & service client experience performance requirements, evaluating the cost-to-service and defining touchpoint standards
• Manage the analysis of client complaints to identify underlying problem areas which will contribute to innovation and solution to improve CX.

People Specification

• +/-10 Direct reports

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree

Preferred Qualification

• Relevant capability-related e.g. CX, Market, Design, IT/Computer Science

Certifications

• Design Thinking, Design, CX, Customer Service, CX Journey Design and Management

Minimum Experience Level

• Total number of years’ experience:  8 – 10 years
• Management experience as part of the above years: 5 – 6 years

Type of experience: 

• B2B
• Banking Financial Services
• Channel / Product Management
• Client Experience and Service Management
• Strategy development and execution
• Management consulting