Client Experience Manager
Apply locations: Johannesburg
Time type: Full time
Posted on: Posted Today
Time left to apply: End Date: November 29, 2024 (16 days left to apply)
Job requisition id: R17488
Job Description
To develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met.
- Deliver internal and external customer service excellence through adherence to quality service standards.
- Leverage customer analytics and insights to inform the business on decisions that could negatively impact the customer experience or on profitable opportunities to improve the customer experience.
- Prioritize initiatives, develop and lead customer experience frameworks that deliver financial benefit and a positive impact on the customer experience.
- Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs.
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
- Build working relationships across teams and functional lines in order to enhance work delivery, collaboration, and innovation.
- Define and implement a single client and developer experience across our platform products.
- Gather insights into our client needs through surveys and client interviews and make recommendations on how to improve CX.
- Enable faster adoption of self-service through delivering more training tutorial videos and useful portal content.
- Manage and execute a consistent and effective marketing and training across our platforms products.
- Own and support the internal website ensuring content and capabilities are simple, updated, accurate and offers seamless user experience.
Additional Requirements
- 5 Years’ experience in Client Experience/Digital Marketing.
- Background in technical or software environment will be beneficial.
- Marketing and Communications, or campaign management, client journey mapping and Design experience.
- Technical Content Writing.
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
29/11/24
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
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