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 the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels, providing actionable insights that identify trends, service gaps, and improvement opportunities. The role supports both strategic decision-making and the effective execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance.
QualificationsType of Qualification: First Degree
Field of Study: Business Commerce, Mathematical Sciences, Analytics or related field
Experience Required
5-7 years
A minimum of 5 years’ relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.
Proven experience in analysing client experience, complaints, service performance, and customer feedback data to identify trends, uncover root causes, and deliver actionable insights that drive business improvement.
Strong proficiency in data visualisation, dashboard development, reporting tools, and the effective presentation of insights to a range of stakeholders, including senior management.
Sound understanding of data governance principles, data quality standards, risk management, regulatory compliance requirements, and internal control frameworks.
Demonstrated ability to handle sensitive customer and business information with a high degree of confidentiality, professionalism, and integrity, while adhering to applicable policies and regulatory requirements.
Behavioural Competencies:
- Developing Expertise
- Directing People
- Establishing Rapport
- Making Decisions
- Providing Insights
- Team Working
- Upholding Standards
Technical Competencies:
- Advanced Analytics
- Continuous Process Improvement
- Customer Value and Insights Management
- Data Analytics & Compliance
- Data Quality & Governance
- Product and Services Knowledge
- Risk Awareness
Skills Required
- First Degree in Business Commerce, Mathematical Sciences, Analytics, or related field
- Minimum 5 years relevant experience in data analysis, performance measurement, reporting, dashboard management, or business intelligence
- Proven experience analysing client experience, complaints, service performance, and customer feedback to identify trends and root causes
- Strong proficiency in data visualisation, dashboard development, reporting tools, and presenting insights to stakeholders including senior management
- Sound understanding of data governance, data quality standards, risk management, regulatory compliance, and internal control frameworks
- Ability to handle sensitive customer and business information with confidentiality and adhere to policies and regulatory requirements
- Experience in advanced analytics and continuous process improvement related to customer value and insights management
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.
