Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job DescriptionTo lead client experience communications and enablement across the organisation by developing and delivering clear, consistent, and customer-centric messaging that drives awareness, understanding, and adoption of client experience initiatives. The role is responsible for embedding service standards, supporting change management and learning initiatives, fostering employee engagement, and equipping frontline teams with the knowledge and tools required to deliver seamless, differentiated client experiences that align with the organisation’s customer experience strategy.
QualificationsType of Qualification: First Degree
Field of Study: Business Commerce, Communication, Marketing or realted field
Experience Required
A minimum of 7 years’ relevant experience in client experience, communications, change management, employee engagement, internal communications, or a related business enablement role.
Demonstrated experience in translating client insights, customer feedback, complaints data, and service performance trends into targeted communication, engagement, and enablement initiatives that drive improved customer outcomes.
Strong written and verbal communication skills, with a proven ability to engage, influence, and manage stakeholders at all levels, while effectively translating complex concepts into clear and compelling messages for diverse audiences.
Proven track record in planning, coordinating, and executing client experience initiatives, communication campaigns, change management programmes, or service improvement interventions that support adoption, reinforce service standards, and enhance the overall client experience.
Experience designing and delivering employee engagement, learning, awareness, or capability-building initiatives that promote customer-centric behaviours and embed a client-focused culture across the organisation
Behavioural Competencies:
- Directing People
- Embracing Change
- Generating Ideas
- Providing Insights
- Taking Action
- Team Working
- Upholding Standards
Technical Competencies:
- Client Knowledge
- Client Relationship Management
- Client Servicing & Retention
- Crisis Communication
- Customer Understanding
- Heart of Customer Experience
- Operational PlanningProcess Management
- Strategic Alignment & Execution
- Written Communication
Skills Required
- First Degree in Business Commerce, Communication, Marketing, or related field
- Minimum 7 years' relevant experience in client experience, communications, change management, employee engagement, internal communications, or related enablement role
- Experience translating client insights, customer feedback, complaints data, and service performance trends into targeted communication and enablement initiatives
- Strong written and verbal communication skills; ability to engage, influence, and manage stakeholders at all levels and translate complex concepts for diverse audiences
- Proven track record planning, coordinating, and executing client experience initiatives, communication campaigns, change management programmes, or service improvement interventions
- Experience designing and delivering employee engagement, learning, awareness, or capability-building initiatives that promote customer-centric behaviours
- Behavioural competencies: Directing People, Embracing Change, Generating Ideas, Providing Insights, Taking Action, Team Working, Upholding Standards
- Technical competencies: Client Knowledge, Client Relationship Management, Client Servicing & Retention, Crisis Communication, Customer Understanding, Operational Planning/Process Management, Strategic Alignment & Execution, Written Communication
Standard Bank Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Standard Bank Group and has not been reviewed or approved by Standard Bank Group.
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Leave & Time Off Breadth — Leave options span vacation, study, parental, compassionate/family responsibility, sick/short‑term incapacity, sabbatical, recognition and optional unpaid leave, subject to country practices. This breadth provides flexibility to manage family, study, health, and rest needs.
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Healthcare Strength — Core protection includes medical cover and death/incapacity insurance, with many markets offering permanent health insurance and optional life/funeral or gap‑cover add‑ons. Wellness and counselling programs further strengthen day‑to‑day health support.
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Fair & Transparent Compensation — Formal remuneration materials emphasize equal pay for work of equal value, structured market alignment, and pay‑equity analyses alongside clawback/forfeiture provisions. This governance signals predictable, fairness‑oriented pay practices.
Standard Bank Group Insights
What We Do
As a brand with a legacy of 161 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa. With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner. As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
