Provincial Client Experience Manager

Standard Bank Group · Cape Town, Western Cape

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Job Description

To implement and drive the adoption of client experience standards, frameworks and ways of working across the Personal and Private Banking South Africa value chain, including Client Solutions, Digital, Operations, Fraud and Risk.
The role will proactively identify, prioritise and implement opportunities to improve the client experience, while putting in place measures to track impact and strengthen consistent execution.
This will support PPB SA's continued transition to a client-led platform business, with client needs remaining central to how products, services and processes are delivered.

Key Responsibilities

Drive Client Experience Standards: Embed and continuously improve client experience standards, frameworks and business rules across PPB SA.
Improve Client Journeys: Identify service gaps and simplify processes to improve end-to-end client experiences.
Use Data and Insights: Translate client feedback, service trends and operational data into targeted improvement actions.
Lead Change and Collaboration: Partner across the value chain to implement client experience initiatives and drive effective change.
Strengthen Governance and Risk: Deliver client experience outcomes within appropriate risk, regulatory and compliance requirements.

Qualifications

Degree NQF Level 7 or higher in Banking, Business, Commerce, Customer Experience or a related field.

5–7 years' experience within a complex service environment.
Strong experience within banking or financial services, with a sound understanding of products, processes and systems.
Experience in client experience, service improvement and operational execution.
Sound knowledge of client-related legislation, risk and regulatory requirements within a banking environment.
Proven ability to work across multiple stakeholders and translate insights into practical client experience improvements.