Manager, Client Experience at Standard Bank Group

Job Description

• Manage and optimise the end-to-end customer experience by overseeing, analysing and improving client interactions across all touchpoints. The role focuses on building a culture of service excellence, strengthening customer loyalty and ensuring consistently exceptional experiences. Success in this role requires strong networking and relationship building abilities, advanced data analysis capability and the confidence to deliver insights and recommendations through clear and compelling presentations.

Key Responsibilities

• Oversee and optimise all customer interactions to elevate service quality, strengthen stakeholder relationships and build long-term client loyalty.
• Maximise customer satisfaction through targeted experience enhancements, proactive issue resolution and strong presentation of insights to influence decision making.
• Develop and implement data-driven customer engagement strategies informed by behavioural trends, customer feedback and detailed analysis.
• Strengthen organisational capability by embedding service standards, supporting teams through coaching and building strong working relationships across functional areas.
• Manage continuous improvement efforts by leveraging CRM platforms, digital tools, quality frameworks and data insights to uplift service performance and client outcomes.

Qualifications

• First Degree in Communication or Marketing required
• Postgraduate Degree in Marketing or Legal preferred

Experience

• 8 to 10 years in customer experience, service design or client engagement roles with proven managerial and operational experience
• Demonstrated experience in data analysis, stakeholder engagement, presenting findings and influencing business decisions
• Strong background in interpreting customer insights and partnering across functions to deliver service improvements

Additional Information

Behavioural Competencies:

• Developing Strategies and Making Decisions
• Embracing Change and Taking Action
• Empowering Individuals and Team Working
• Establishing Rapport and Interacting with People
• Understanding People and Valuing Individuals
• Interpreting Data and Resolving Conflict

Technical Competencies:

• Client journey mapping and persona development
• CRM and CLM platforms (including Salesforce)
• Data analysis and insight-based decision making
• Strong presentation design and delivery skills
• Product and services knowledge across multiple business areas
• Coaching and people development
• Effective communication and stakeholder management