Senior Manager: Customer Experience and Channel Management - Cape Town at Absa Group Limited (Absa)

Job Summary

• Experienced and dynamic Manager of Customer Experience and Channel Management to lead and drive the strategic direction of our bank's customer experience initiatives and channel management functions. As the Manager, you will be responsible for designing and implementing customer-centric strategies to enhance the overall customer journey and optimize our channels for superior service delivery. You will collaborate with cross-functional teams, leverage data-driven insights, and champion innovation to create exceptional experiences for our customers

Job Description

Key Responsibilities include:

• Develop and implement a comprehensive customer experience strategy aligned with the bank's overall objectives, ensuring a seamless and personalized experience across all channels and touchpoints.
• Lead and manage a team responsible for customer experience design, chanel optimization, and process improvement initiatives.
• Conduct ongoing research, data analysis, and customer feedback analysis to identify pain points, gaps, and opportunities for enhancing the customer journey.
• Collaborate with internal stakeholders, such as marketing, product development, operations, and technology teams, to align customer experience initiatives with business objectives and priorities.
• Define key performance indicators (KPIs) and establish metrics to measure and track the effectiveness of customer experience initiatives, regularly reporting on performance to senior management.
• Champion the use of customer insights, market research, and industry trends to inform decision-making and drive continuous improvements in customer experience and channel management.
• Oversee the development and implementation of customer journey maps, ensuring a deep understanding of customer needs, expectations, and pain points at each stage of the journey.
• Drive innovation and leverage emerging technologies to enhance customer experience, exploring opportunities such as self-service options, chatbots, mobile applications, and other digital solutions.
• Collaborate with compliance and risk management teams to ensure customer experience initiatives and channel strategies comply with regulatory requirements and security standards.
• Stay abreast of market trends, best practices, and industry benchmarks related to customer experience and channel management, and proactively recommend strategies to maintain a competitive edge

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)