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 DescriptionManage and optimise the end-to-end customer experience by overseeing, analysing and improving client interactions across all touchpoints. The role focuses on building a culture of service excellence, strengthening customer loyalty and ensuring consistently exceptional experiences. Success in this role requires strong networking and relationship building abilities, advanced data analysis capability and the confidence to deliver insights and recommendations through clear and compelling presentations.
Key Responsibilities
- Oversee and optimise all customer interactions to elevate service quality, strengthen stakeholder relationships and build long-term client loyalty.
- Maximise customer satisfaction through targeted experience enhancements, proactive issue resolution and strong presentation of insights to influence decision making.
- Develop and implement data-driven customer engagement strategies informed by behavioural trends, customer feedback and detailed analysis.
- Strengthen organisational capability by embedding service standards, supporting teams through coaching and building strong working relationships across functional areas.
- Manage continuous improvement efforts by leveraging CRM platforms, digital tools, quality frameworks and data insights to uplift service performance and client outcomes.
- First Degree in Communication or Marketing required
- Postgraduate Degree in Marketing or Legal preferred
Experience
- 8 to 10 years in customer experience, service design or client engagement roles with proven managerial and operational experience
- Demonstrated experience in data analysis, stakeholder engagement, presenting findings and influencing business decisions
- Strong background in interpreting customer insights and partnering across functions to deliver service improvements
Behavioural Competencies:
- Developing Strategies and Making Decisions
- Embracing Change and Taking Action
- Empowering Individuals and Team Working
- Establishing Rapport and Interacting with People
- Understanding People and Valuing Individuals
- Interpreting Data and Resolving Conflict
Technical Competencies:
- Client journey mapping and persona development
- CRM and CLM platforms (including Salesforce)
- Data analysis and insight-based decision making
- Strong presentation design and delivery skills
- Product and services knowledge across multiple business areas
- Coaching and people development
- Effective communication and stakeholder management
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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.
