Customer Experience Specialist

Job Description

To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.

• Perform research analysis to be able to provide relevant, accurate and timely information for informed decision making to enhance the customer experience.
• Manages risks in own area of responsibility.
• Develop, encourage and nurture collaborative relationships across area of specialisation.
• Participate in planned activities that are appropriate for own development.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
• Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
• Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.
• Control expenditure and identify process improvements to contain and reduce costs.
• Compile reports that track progress and guide business to make informed decisions.
• Ensure that business has a smooth, unfragmented and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

13/10/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.