Head Customer Experience Management

South Africa·Johannesburgmid

Customer SuccessCustomer Experience

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Quick Summary

Overview

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise,

Technical Tools

Customer SuccessCustomer Experience

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.

Job Summary

This is an opportunity to shape the future of customer experience by designing journeys with the customer at the centre, driving service excellence, and delivering measurable business impact through improved loyalty, operational efficiency, and sustainable growth.
The ideal candidate is a strategic thinker who is customer-obsessed, data-driven, and capable of translating customer insights into meaningful action. They thrive in complex environments, influence a wide range of stakeholders, and can align people, processes, and technology around a shared customer experience vision.

Responsibilities

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→Develop and execute the Customer Experience strategy and roadmap.
→Lead customer journey mapping, redesign, and optimisation across all channels.
→Drive Voice of Customer (VoC) programmes and translate insights into action.
→Reduce customer pain points, complaints, and operational friction.
→Partner with Product, Operations, Technology, Risk, and Sales teams to improve customer outcomes.
→Drive digital adoption, automation, and self-service capabilities.
→Establish CX governance, performance reporting, and customer experience metrics.
→Champion a customer-first culture across the organisation.

Requirements

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Bachelor’s degree in business, Customer Experience, Marketing or related field.
Postgraduate qualification (MBA, Master's, or equivalent) preferred.

10-15+ years' senior leadership experience in Customer Experience, Operations, Digital Transformation, Service Design, Strategy, or related disciplines.
Proven experience leading customer-centric transformation programmes.
Demonstrated success in customer journey redesign and service improvement.
Experience within financial services, banking, telecommunications, retail, or customer-intensive industries.
Strong track record of delivering measurable customer and commercial outcomes.

Education

Bachelor`s Degrees and Advanced Diplomas: 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