Client Head

Overview

To mature the organisation’s CX maturity by formulating and positioning the CX value chain, operating model and framework within the Organisations' strategy and to enable horizontal alignment, implementation and adoption. Provide thought leadership and lead a team of Specialists to deliver consistent, contextual, and carefully connected customer experiences.

• Formulate and position the CX strategy, value chain, operating model and frameworks and ensure effective implementation across the segment.
• Align, integrate, and innovate in area of speciality across the business to enable the creation of integrated and specialised solutions and sustainable competitive advantage.
• Co-ordinate and support the CX community to ensure the delivery of experiences aligned to the CX Promise and drive measurable results across the CX discipline.
• Drive initiatives and partnerships to mature the dimensions measured in the CX Maturity Assessment.
• Provide subject matter expertise and thought leadership in area of expertise.
• Develop toolkits, methodologies and processes that enable the effective set up and performance of CX functions and forums.
• Drive best practice research analysis and CX design.
• Support sub segment value propositions leveraging CX COE customer insights.
• Partner with Process Engineering to understand impact and design for people, data, system and process and to identify and create efficiencies and improved CX through data and process analysis.
• Ensure CX led BDLC application and entrenchment
• Utilise the CX ROI to deliberately improve Customer Experiences.
• Drive shareholder value through profitable and integrated frameworks, guidelines, and optimisation plans.
• Draw up a budget aligned to tactical delivery plans to facilitate the provision of adequate financial resources.
• Reshape, align and enhance the customer experience across the business.
• Drive the development and implementation of integrated corporate governance, compliance, integrity, and ethics frameworks throughout the business.
• Use insights and knowledge gained from high level reports to influence direction of the business to ensure organisation performance against long-term strategy and make necessary adjustments.
• Develop a people development plan for area of accountability to support Business and Group strategies.
• Lead implementation of performance management plan that optimises delivery and builds a culture of recognition and fairness across the business area.

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below 10/02/26

All appointments will be made in line with First Rand 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.