18 Satisfaction Client jobs in South Africa

A Client Experience Manager is responsible for shaping the end-to-end customer journey and ensuring high satisfaction at every touchpoint. In this role, you will oversee the customer experience (CX) of our AI-driven virtual assistant and ensure it creates positive, engaging interactions for users.

This involves monitoring how customers interact with the virtual assistant from initial contact through resolution and implementing strategies to continuously improve those interactions.

In a financial services context, delivering an exceptional experience is especially critical – customer trust is paramount, and technology must be leveraged with a strong focus on customer needs to build and maintain relationships. As a senior member of the team, you will also lead a group of UX designers, aligning interface design and functionality with the desired client experience outcomes.

Key Responsibilities

• As the Client Experience Manager for the virtual assistant, your duties will encompass strategic planning, day-to-day oversight of customer interactions, and team leadership. Key responsibilities include :
• Develop and implement a customer experience (CX) strategy for the virtual assistant, monitor and improve interactions using feedback and data analysis, and collaborate across departments to align performance with CX goals.
• Lead and mentor the UX design team to create customer-centric interfaces, track and report key CX performance indicators (KPIs) like NPS and CSAT, and leverage customer feedback for actionable insights.
• Optimize the customer journey across all touchpoints, resolve escalated complaints promptly, and ensure the virtual assistant content remains relevant.
• Train teams to consistently adopt a customer-centric approach, stay informed on industry trends, and present performance reports with actionable findings.

Key Skills and Competencies

• A successful Client Experience Manager should possess a blend of analytical, interpersonal, and technical skills. Critical skills and competencies include : Customer-Centric Mindset, Empathy and understanding of customer needs and concerns.
• Leadership : Ability to guide teams, foster collaboration, and manage performance.
• Communication Skills : Proficiency in articulating insights and building rapport with stakeholders.
• Analytical Skills : Data-driven approach to uncover actionable insights and improve CX.
• Technical Proficiency : Familiarity with CRM systems, CX tools, and virtual assistant technologies.
• Cross-Functional Collaboration : Expertise in coordinating efforts across departments.
• Adaptability : Continuous learning to keep up with evolving CX trends and technologies.
• Problem-Solving : Effective resolution of customer issues and operational challenges.
• Strategic Vision : Long-term planning to enhance the customer journey and achieve business goals.
• Experience : Over 5 years of customer experience management, preferably in financial services, with a proven track record in improving satisfaction and loyalty.
• Domain Knowledge : Familiarity with CX principles, digital customer service tools, AI-powered virtual assistants, and financial products.
• Leadership Experience : Demonstrated ability to lead teams, mentor employees, and coordinate cross-functional projects.
• Active Customer Engagement : Background in driving customer engagement or loyalty through feedback programs and retention campaigns.
• Marketing / Communication : Experience in campaign management, customer messaging, or brand management to align CX with brand strategies.

Required Qualifications and Experience

• To be successful in this senior role, candidates should meet the following qualifications :
• Education : A bachelor’s degree in marketing, business administration, communications, or psychology is required. Advanced degrees, such as an MBA, are advantageous but not mandatory.

Are you interested to take the step? We look forward to engaging with you further. Apply now!

Post

LI-NH1

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

03 / 07 / 25

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.

A vacancy exists in the Security Services Department for a Client Experience Manager reporting to the Security Services Executive.

Purpose of Position: Manage the service delivery to customers in a seamless manner to meet and exceed customer expectation in an efficient and cost-effective manner, achieving SLA targets and meet contractual obligations. Oversee projects and standards to ensure a uniformed and optimized customer environment.

Main Responsibilities:

• Take accountability for overall service delivery and customer experience.
• Build strong customer relationships and with all delivery organizations, internal and external.
• Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise.
• Take accountability for the financial wellbeing of the account.
• Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience.
• Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to OneX process and procedures.
• Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties.
• Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams.
• Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project.
• Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed.
• Take ownership of performance issues and actively manage these to successful resolution leveraging the support from support organizations.
• Apply appropriate account governance, ensure meeting minutes are produced.
• Ensure escalations and high impact issues are promptly dealt with.

Required Capabilities:

• Self-motivator able to operate without supervision and not wait for others to set priorities and direction.
• Exceptional customer facing skills and ability to interact.
• In-depth service delivery knowledge, escalation procedures, incident and problem management, change management, etc.
• Excellence: Consistently maintains high level of activity and productivity; sustains long working hours when necessary; shows vigor, effectiveness, and determination over extended periods of time.
• Results orientated. Demonstrate vigor to manage and guide any matters or projects to successful conclusion.
• Excellent verbal and written communications skills.
• Strong writing skills, writing reports and processes.
• Solid problem-solving skills and a proactive attitude.
• Demonstrate leadership and accountability. Take charge of situations, set direction and ensure clear objectives are set.

Required Experience:

• At least five (5) years active experience managing operations and service delivery in customers environment of complex multidiscipline nature.
• At least two (2) years program management experience implementing complex multi-disciplined projects.
• Project manager exposure or having managed projects.
• At least two (2) years’ experience leading multicultural teams in a service delivery environment.
• Understanding and exposure to service management tools as well as monitoring tools.
• Proficient in MS Office suite with Power BI an added advantage.

Educational Qualifications:

• Matric
• Post matric technical certification.
• ITIL Foundation
• Post Graduate Degree/Diploma in Electronics / Communications sector.
• Leadership Training
• Proficient in Service Management Tools

If you are interested in this vacancy, please apply via the job ad post, by no later than the 22nd of April 2024.

Applicants will be required to participate in a comprehensive assessment process and must be deemed competent.

Work sample and / or psychometrics tests will be undertaken as part of the selection process.

Applicants who have not been contacted within three months from the closing date should consider themselves unsuccessful.

Preference will be given to candidates from the designated groups.

Job Location : Gauteng, Johannesburg Deadline : August 31, 2025 Quick Recommended Links

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Job Description

• A Client Experience Manager is responsible for shaping the end-to-end customer journey and ensuring high satisfaction at every touchpoint. In this role, you will oversee the customer experience (CX) of our AI-driven virtual assistant and ensure it creates positive, engaging interactions for users.
• This involves monitoring how customers interact with the virtual assistant from initial contact through resolution and implementing strategies to continuously improve those interactions.
• In a financial services context, delivering an exceptional experience is especially critical – customer trust is paramount, and technology must be leveraged with a strong focus on customer needs to build and maintain relationships. As a senior member of the team, you will also lead a group of UX designers, aligning interface design and functionality with the desired client experience outcomes.

Key Responsibilities

• As the Client Experience Manager for the virtual assistant, your duties will encompass strategic planning, day-to-day oversight of customer interactions, and team leadership. Key responsibilities include :
• Develop and implement a customer experience (CX) strategy for the virtual assistant, monitor and improve interactions using feedback and data analysis, and collaborate across departments to align performance with CX goals.
• Lead and mentor the UX design team to create customer-centric interfaces, track and report key CX performance indicators (KPIs) like NPS and CSAT, and leverage customer feedback for actionable insights.
• Optimize the customer journey across all touchpoints, resolve escalated complaints promptly, and ensure the virtual assistant content remains relevant.
• Train teams to consistently adopt a customer-centric approach, stay informed on industry trends, and present performance reports with actionable findings.

Key Skills and Competencies

• A successful Client Experience Manager should possess a blend of analytical, interpersonal, and technical skills. Critical skills and competencies include : Customer-Centric Mindset, Empathy and understanding of customer needs and concerns.
• Leadership : Ability to guide teams, foster collaboration, and manage performance.
• Communication Skills : Proficiency in articulating insights and building rapport with stakeholders.
• Analytical Skills : Data-driven approach to uncover actionable insights and improve CX.
• Technical Proficiency : Familiarity with CRM systems, CX tools, and virtual assistant technologies.
• Cross-Functional Collaboration : Expertise in coordinating efforts across departments.
• Adaptability : Continuous learning to keep up with evolving CX trends and technologies.
• Problem-Solving : Effective resolution of customer issues and operational challenges.
• Strategic Vision : Long-term planning to enhance the customer journey and achieve business goals.
• Experience : Over 5 years of customer experience management, preferably in financial services, with a proven track record in improving satisfaction and loyalty.
• Domain Knowledge : Familiarity with CX principles, digital customer service tools, AI-powered virtual assistants, and financial products.
• Leadership Experience : Demonstrated ability to lead teams, mentor employees, and coordinate cross-functional projects.
• Active Customer Engagement : Background in driving customer engagement or loyalty through feedback programs and retention campaigns.
• Marketing / Communication : Experience in campaign management, customer messaging, or brand management to align CX with brand strategies.

Required Qualifications and Experience

To be successful in this senior role, candidates should meet the following qualifications :

• Education : A bachelor’s degree in marketing, business administration, communications, or psychology is required.
• Advanced degrees, such as an MBA, are advantageous but not mandatory.

End Date : July 3, 2025

• Sales / Retail / Business Development jobs

Manager Client Experience • Johannesburg, ZA

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Business Segment: Personal & Private Banking

Location: ZA, Free State, Bloemfontein, 173 Nelson Mandela Drive

To implement and drive adoption of the client experience minimum standards, frameworks, and rules across CHNW SA value chain (e.g., Client Solutions, Digital, OSS, Fraud, Risk etc.) whilst continuing to transition to a platform business. To implement measures that will pro-actively identify, execute, prioritise and measure a consistent approach to client experience.

• Degree in Banking or similar

• Client Coverage
• Personal and Private Banking
• 5-7 years experience in managing a complex service environment.
• Experience in all facets of the banking service environment and its associated products, processes and systems.
• Knowledge of dealing with client relevant legislation and how it is implemented in a banking environment.
• Data analysis, problem identification and reporting

• Must be flexible and willing to travel

• Articulating Information
• Developing Strategies
• Directing People
• Examining Information
• Providing Insights
• Compliance
• Customer Reception and Channelling
• Product Knowledge (Business Banking)
• Product Knowledge (Consumer Banking)
• Risk Awareness, Identification and Reporting

Business Segment: Personal & Private Banking

Location: ZA, Free State, Bloemfontein, 173 Nelson Mandela Drive

To implement and drive adoption of the client experience minimum standards, frameworks, and rules across CHNW SA value chain (e.g., Client Solutions, Digital, OSS, Fraud, Risk etc.) whilst continuing to transition to a platform business. To implement measures that will pro-actively identify, execute, prioritise and measure a consistent approach to client experience.

• Degree in Banking or similar

• Client Coverage
• Personal and Private Banking
• 5-7 years experience in managing a complex service environment.
• Experience in all facets of the banking service environment and its associated products, processes and systems.
• Knowledge of dealing with client relevant legislation and how it is implemented in a banking environment.
• Data analysis, problem identification and reporting

• Must be flexible and willing to travel

• Articulating Information
• Developing Strategies
• Directing People
• Examining Information
• Providing Insights
• Compliance
• Customer Reception and Channelling
• Product Knowledge (Business Banking)
• Product Knowledge (Consumer Banking)
• Risk Awareness, Identification and Reporting

Condimentum parturient fermentum est diam a cras adipiscing est a enim iaculis ultricies phasellus condimentum torquent potenti ut pharetra curabitur.

Eu ullamcorper per bibendum eu pulvinar dictum purus vestibulum vehicula fames nibh vehicula sed cras a ac a penatibus a metus elit. Eu curabitur porta a bibendum ullamcorper sagittis a nisl parturient cum scelerisque elementum a a scelerisque tristique a scelerisque hac a a vestibulum a elit cubilia duis vestibulum. Aptent ad ullamcorper at donec nostra class a malesuada himenaeos parturient per ac id consectetur urna blandit.

The Head : CRM, Client Experience & Insights is responsible for developing and executing strategies to maximize customer retention, loyalty, and satisfaction.

The purpose is to oversee the implementation and management of CRM systems, analyze customer data to identify trends and opportunities, and lead cross-functional efforts to personalise marketing, sales, and customer service interactions.

Additionally, focus on driving revenue growth through targeted campaigns, customer segmentation, and effective communication channels.To lead the collection, analysis and interpretation of client data to generate actionable insights that drive strategic decision-making, client centric product development and improved service delivery within the Bank.To design, manage and continuously improve the end-to-end client experience for the Bank's customers, ensuring that interactions across physical and digital channels are simple and responsive.Key Performance AreasEmbed a Customer experience culture in the organisationDefine and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service levels.Implement initiatives to embed a desirable customer centric culture and create an inclusive work environment.Engage with internal and external stakeholders to develop and manage consistent customer messaging and develop and maintain cross-disciplinary and partner support processes and communications.Manage relationships and institutionalize internal mechanisms to improve customer experienceFacilitate smooth working relationship and resolution of any client or customer complaints in the Bank.Identify the relevant role players in accordance with business requirements and dependencies.Set-up meetings with the role players to discuss the roles and responsibilities and possible areas of cooperation, improvement and conflict.Develop and implement a Customer Relationship Management strategy, systems and data insightsDevelop and implement the agricultural client experience strategy aligned with business goals and client needs.Drive continuous improvement and innovation in CRM practices, processes, and technologiesChanneling of sales leads to relevant partyLead cross-functional efforts to segment customers, develop targeted campaigns, and optimize communication channels.Collaborate with marketing, sales, customer service, and product teams to align CRM initiatives with business objectives and prioritiesEngage with the front-line Divisional Heads on targets and potential leads to contribute to the overall increase in new clients.Effective Team and Business SupportOversee the day-to-day operations of customer service including ongoing performance evaluation and refinement for operational excellenceWork closely with the other members of the relevant teams to deliver outstanding performance and support the Business Coordinator as may be required.Take responsibility for routine duties on a regular basis with other members of the team.Departmental and People ManagementPerformance ManagementAnalyse the business plan to determine the applicable deliverables and targetsCompile the Performance Management documentation in collaboration with the staff memberCapacity PlanningDetermine the human resource requirements, in accordance with the expected deliverables and current capacitySecure the human capital requirements to ensure that deliverables will be met in accordance with the expected targetsDevelop and manage budgetManage expenditure and ensure no fruitless expenditureAdhere to financial guidelines and thus ensure proper control over expenditurePreferred Minimum Education and ExperienceBachelor's degree in business administration, Communication or related fieldExperience in a Financial / Agriculture Services environment with at least 5 year's management experience - 6 to 8 yearsProven experience in CRM, customer experience management, or related roles, with a track record of driving results.Strong analytical skills and proficiency in CRM systems and analytics tools.Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.Strategic mindset and ability to think creatively and analytically to solve complex business problems.Leadership experience, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results.Adaptability to evolving CRM technologies and industry trends.Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlinesMicrosoft OfficeFinancial / Business AcumenCustomers Care Service PrinciplesProject Management SkillsKnowledge of SAPAdditional RequirementsRequired to work extended hoursCreate a job alert for this search

The Head: CRM, Client Experience & Insights is responsible for developing and executing strategies to maximize customer retention, loyalty, and satisfaction.

The purpose is to oversee the implementation and management of CRM systems, analyze customer data to identify trends and opportunities, and lead cross-functional efforts to personalize marketing, sales, and customer service interactions.

Additionally, focus on driving revenue growth through targeted campaigns, customer segmentation, and effective communication channels. The role involves leading the collection, analysis, and interpretation of client data to generate actionable insights that drive strategic decision-making, client-centric product development, and improved service delivery within the Bank. The Head will also design, manage, and continuously improve the end-to-end client experience for the Bank's customers, ensuring interactions across physical and digital channels are simple and responsive.

• Embed a customer experience culture in the organization.
• Define and execute short and long-term customer service and support strategies, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value, and cost-effective service levels.
• Implement initiatives to embed a customer-centric culture and create an inclusive work environment.
• Engage with internal and external stakeholders to develop and manage consistent customer messaging and maintain cross-disciplinary and partner support processes and communications.
• Manage relationships and institutionalize internal mechanisms to improve customer experience.
• Facilitate smooth working relationships and resolution of client or customer complaints within the Bank.
• Identify relevant role players based on business requirements and dependencies.
• Set up meetings with role players to discuss roles, responsibilities, and areas for cooperation, improvement, and conflict.
• Develop and implement a CRM strategy, systems, and data insights.
• Develop and implement the agricultural client experience strategy aligned with business goals and client needs.
• Drive continuous improvement and innovation in CRM practices, processes, and technologies.
• Channel sales leads to relevant parties.
• Lead cross-functional efforts to segment customers, develop targeted campaigns, and optimize communication channels.
• Collaborate with marketing, sales, customer service, and product teams to align CRM initiatives with business objectives.
• Engage with Divisional Heads on targets and potential leads to contribute to acquiring new clients.
• Oversee daily customer service operations, including performance evaluation and refinement for operational excellence.
• Work closely with team members to deliver outstanding performance and support the Business Coordinator as required.
• Analyze business plans to determine deliverables and targets.
• Compile performance management documentation in collaboration with staff.
• Determine human resource requirements and secure necessary human capital.
• Develop and manage budgets, control expenditures, and adhere to financial guidelines.

• Bachelor's degree in business administration, communication, or related field.
• 5+ years of management experience in a financial or agricultural services environment (6-8 years preferred).
• Proven experience in CRM, customer experience management, or related roles with a track record of results.
• Strong analytical skills and proficiency in CRM systems and analytics tools.
• Excellent communication and interpersonal skills.
• Strategic and creative thinking abilities.
• Leadership experience and ability to motivate teams.
• Adaptability to evolving CRM technologies and trends.
• Strong project management skills.