Senior Manager Customer Experience

One of the top banks in South Africa is seeking a Senior Manager Customer Experience to join their Marketing, Communication and Research department.

Purpose

• The Senior Manager Customer Experience will collaborate with Operations Delivery and Optimization teams to establish, implement, and monitor data driven KPIs.
• They will have the responsibility for customer and governance aspects, as well as integrated planning across the entire enterprise.
• Their role involves supervising and enhancing the overall customer experience during interactions with the bank, with a focus on ensuring customer satisfaction, loyalty, and positive experiences throughout their journey.
• Additionally, they will ensure that the Company brand is consistently and uniformly experienced across all customer touchpoints.

Duties 

• Strategy implementation
• Provide advisory role to missions.
• Customer Experience advocate- Provide training and guidance to the marketing community.

Requirements

• Must have a Matric
• Must have Marketing Relevant Advanced Diploma/Degree.
• Must have Customer Experience relavant Certification.
• Must have 3-5 years management experience.
• Must have 7-10 years' experience in the Customer Experience Role

Skills

• Customer Focus
• Continuous Improvement
• Collaboration
• Communication
• Results driven.