Head of Customer Experience | Gauteng at The Recruitment Council

• Our client is a leading, reputable financial services and investment firm dedicated to delivering sustainable wealth management and investment solutions. With a deeply rooted commitment to innovation and excellence, they are looking to appoint a visionary leader to drive their client-centric transformation.  
• As the Head: Client Experience, you will ultimately lead the design and execution of the Client Experience Value Propositions and Insights portfolio to support strategic business objectives. You will be responsible for establishing and overseeing a client-first approach, driving efforts to assess and elevate experiences at each touchpoint across the Advisor and Client journey.    

Responsibilities:  

• Strategy & Insight: Research and assess current and future client experience strategies relative to Retail and Institutional propositions. Analyze competitor landscapes, customer feedback, and data to identify areas for improvement and drive growth by boosting retention, cutting churn, and encouraging referrals.
• Client Advocacy & Culture: Act as the ultimate client advocate and the voice defending the client’s perspective at all levels of the organization. Build a 360-degree view of the client to drive a deeper understanding of their needs, expectations, and perceptions.
• Cross-Functional Collaboration: Partner with cross-functional teams (including Channel teams, IFAs, and business units) to ensure a seamless customer journey, providing input and guidance on process redesigns to meet client needs.
• Tools, Data & Technology: Establish reliable data capabilities, dashboards, and accessible survey tools to measure satisfaction and loyalty. Bring the voice of the client into future technological advancement decisions, including AI and machine learning. 
• Change Management: Drive change management interventions across the organization to transition towards a highly client-centric culture and ensure a consistent experience across all market segments and channels (e.g., apps, service centers). 
• Service Support: Empower internal service teams by providing the information, technological support, and improved employee experiences they need to deliver optimal client support.

Requirements:  

• Education: A relevant university degree is required. A Master’s accreditation is highly advantageous, particularly with application experience.
• Experience: Minimum of 10 years’ experience leading a service-, client-facing, or CX team with a proven track record of known impact.
• CX Design: Proven experience in the design of client experiences, the commercialization of those experiences, and driving cultural change toward a client focus.
• Collaboration & Analytics: Demonstrated experience in cross-functional team management alongside analytical experience across various business domains.
• Influencing Skills: Exceptional capability to influence decisions at a senior level, ensuring client outcomes remain at the heart of business choices.