Specialist: Customer Experience at Absa Group Limited (Absa)

Job Description

Experience

• 2 - 5+ years - Experience in a similar customer experience, customer design or customer service environment

Qualifications

• NQF7 Bachelor`s Degrees and Advanced Diplomas in:
• Business Management
• Customer Experience / Service Management
• Customer Experience (CX Design / Service Design)
• Communications
• Marketing

Skills

• Understanding of CX Metrics (CXI, VOC, Net Sentiment)
• Customer Excellence - Service Management
• Emotional intelligence
• Leading change
• Effective communication
• Service Design
• Innovation mindset

Key performance areas:

• Root cause and insights analysis strategy: Identify and prioritise customer experience breakdown points based on customer expectations, breakdown severity and business impact, using customer measurement feedback, data analyses and best-practice research.
• Reporting, Tracking and Presenting: Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to improve customer service delivery and recovery levels.
• Strategic Customer Centric Implementation: Leading the execution of CX strategic initiative across the business to ensure a holistic approach to customer driven initiatives in line with the business and brand strategy based on the customer experience business intelligence within the business.
• Customer Experience Enablement: Develop and implement specific service initiatives tailored to the targets agreed for customer service level improvements for the required business areas.
• Customer Experience Planning: Assist in delivering projects which lead to the creation of an industry leading customer experience, which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability, while still maintaining the depth and rich functionality of the Absa product set. Leverage insight and data to ensure that products/services/solutions are truly designed around the customer.
• Relationship Building & Team Working: Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistent customer experiences that drive customer empathy and leverage best practice.
• Manage 3rd party vendors: Manage relationships and delivery of 3rd party vendors delivering work in relation to customer experience initiatives.
• Governance and Adherence: Compliance to Group policies, legislation and regulations.

Education

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

End Date: December 9, 2025