Executive: Customer Experience, Journey Management, Measurement & Monitoring at Absa Bank Limited

Empowering Africa’s tomorrow, together…one story at a time.

Job Summary

Leads the design, measurement and continuous improvement of client journeys across Business Banking, using client insights, behavioural data and Voice of Customer feedback to enhance customer experience, improve processes and inform strategic priorities. The role sets consistent CX and journey management standards, embeds measurement and monitoring practices, and drives regulatory-aligned improvements that deliver better client outcomes across the Business Banking value chain.

Job Description

KEY FOCUS AREAS

• Client Lifecycle & Journey Management

Identify key client moments and standardise customer-centric journeys across segments.

• CX Insights & Analytics

Deliver actionable insights through analysis of client behaviour, sentiment, and 360° feedback.

• Voice of Customer (VoC)

Embed VoC programmes and translate feedback into continuous improvement actions.

• Complaints & Pain Point Management

Monitor CX pain points and conduct root cause analysis to drive systemic fixes.

• Value Chain Integration & Optimisation

Integrate insights across the value chain to inform CX and process improvements.

• Client Insights, Trends & Risk

Identify emerging trends, themes, and risks to inform business decisions.

• Regulatory Alignment & Governance

Ensure CX frameworks align with TCF, NFO, and FSCA requirements.

ACCOUNTABILITIES

• Lead Customer Journey Development
  Drive the design and standardisation of end-to-end client journeys to enhance understanding of client behaviours across all sectors and segments, ensuring adoption across business units (e.g. Digital, Product, Segments, Sectors).
• Enable Customer Insights & Value Chain Integration
  Generate and integrate client insights across the Business Bank value chain to inform CX improvements and process optimisation.
• Own CX Measurement & Monitoring
  Lead the CX measurement framework, including CX index tracking, client sentiment analysis, and 360° feedback across products, segments, regions, and frontline teams.
• Lead Customer Care & Complaints Management
  Oversee customer care and complaints functions to ensure fair, timely resolution of issues, including root cause analysis, quality assurance, and adjudication governance.
• Embed Voice of Customer (VoC)
  Leverage VoC surveys and external feedback (including social media) to improve products, services, and customer experience.
• Drive Client-Centric Culture
  Advocate for and embed a culture of client-centricity and continuous improvement across the Business Bank.
• Set CX Standards & Governance
  Define and lead CX service standards, ensuring consistent application across the organisation.
• Ensure Risk & Compliance Alignment
  Maintain strong oversight of risk and regulatory requirements within all CX practices and frameworks.
• Lead and develop a high-performing team of customer insights and journey management specialists, embed thought leadership within the function

• Embed people practices, leadership values, and a strong performance culture
• Build future-fit capabilities aligned to current and emerging business needs
• Foster an inclusive, high-performance environment that supports wellbeing and growth
• Manage escalated people matters and oversee performance and development processes
• Develop leadership capability through coaching, mentorship, and targeted development
• Provide input into and support the execution of human capability and talent strategies

Operational Effectiveness

• Translate strategy into clear operational plans, KPIs, budgets, and performance tracking
• Lead campaign performance management through robust dashboards, insights, and optimisation
• Drive integration across value chains, resolving dependencies and operational inefficiencies
• Leverage data and continuous improvement to enhance customer outcomes, agility, and quality
• Provide expert input on operating model, governance, and business performance frameworks

Good Governance, Risk and Compliance

• Ensure adherence to regulatory requirements and internal governance standards
• Embed risk, compliance, and control frameworks into business processes and operations
• Monitor and manage key risks, including data usage and customer communications

Promote a strong risk culture and lead responses to regulatory change

• Support audit readiness and oversee effective internal controls and governance practices

Stakeholder Management

• Engage with internal stakeholders to align unit’s goals with business priorities.
• Represent unit’s strategy in strategic and/or external forums.
• Manage relationships with key stakeholders to support aligned delivery and issue resolution.
• Ensure stakeholder expectations are managed and engagement is consistent with transformation priorities.

QUALIFICATIONS AND EXPERIENCE

Education/ Qualification:
Post Graduate Degree: Honours Degree, Post Graduate Diploma and Professional Qualifications [NQF8]

Field of Study:

Marketing, Business Strategy, Data Analytics, or related fields.

Work Experience:

• 10–15+ years’ CX, client strategy, or service leadership experience
• Proven expertise in journey management, CX measurement, and VoC
• Strong experience in customer insights, complaints, and root cause analysis
• Senior stakeholder and team leadership across complex environments
• Financial services experience with regulatory exposure
• Track record of driving client-centric transformation and business impact

COMPETENCIES

Leadership Competencies:

• Strategic Thinking
• Business Acumen
• Communication
• Influence
• Leadership
• Creativity and Innovation
• Delivering Results
• Adaptability
• Collaboration

Knowledge and Skills:

• Strong CX, journey management, and service design expertise
• Advanced analytics and insight translation capability
• CX measurement and performance management knowledge
• Expertise in complaints management and root cause analysis
• Sound regulatory and risk understanding
• Strong strategic thinking and stakeholder influencing skills

Proven leadership and change management capability

Education

Postgraduate Degrees and Professional Qualifications: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised