With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
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Job Summary
The role is responsible for setting and driving the client experience strategy, positioning Absa Bank Botswana as a leader in exceptional service. It leads transformative initiatives to enhance the end-to-end client journey, establishes frameworks that promote innovation and operational efficiency, and oversees continuous improvement of client experience across all channelsJob Description
- Use data and insights to drive decision-making, improve services and develop proactive client interventions.
- Produce regular executive-level reporting on client experience performance.
- Establish predictive analytics to anticipate client needs and prevent dissatisfaction.
- Create a centralized CX dashboard integrating operational, sentiment and financial metrics.
- Oversee client support teams (customer service, client success, onboarding, complaints).
- Ensure consistent service delivery standards and adherence to compliance/regulatory requirements
- Align client experience initiatives with business goals and commercial outcomes.
- Embed a customer-obsession culture across all leadership levels and business units.
- Lead service redesign initiatives to improve efficiency, accessibility and satisfaction.
- Partner with product, operations and technology teams to embed client-centric practices
- Act as senior escalation point for key clients and complex service issues.
- Foster a culture of empathy, responsiveness and high-quality engagement across the organization
- Monitor client sentiment and proactively address early warning signals of dissatisfaction.
Technical / Professional Skills
- Strong understanding of client journey mapping, service design, and Client Experience methodologies.
- Proficiency in client experience analytics and feedback platforms (e.g., NPS tools, CRM systems).
- Experience managing service teams and implementing performance frameworks.
- Analytical and numerical skills to inform decision making
- Proven coaching and development skills
- Project management
- Excellent communication, presentation skills both written and verbal
- Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior levels
Leadership Competencies
- Strategic thinker with the ability to influence at executive level.
- Excellent communication and stakeholder engagement skills.
- Strong problem-solving and decision-making abilities.
- Ability to lead change and embed a client-centric culture.
- Persuading and influencing
- Qualifications & Experience
- 7+ years of experience in client experience, customer success, service management, or related fields.
- Bachelor’s degree required; Master's Degree will be an added advantage
- Experience leading teams and senior-level stakeholders.
- Customer Service practitioner with proven success record
- Track record in service recovery and complaints management
- Must have managed teams in previous roles and have a strong buoyant personality
- Experience in driving and implementing projects and initiatives
Closing Date: 22 December 2025
Education
Bachelor's Degree: Business, Commerce and Management Studies (Required)Top Skills
What We Do
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond.
We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
