Head, Client Experience Insights and Adoption at Standard Bank Group

Job Description

Accountable for overseeing client experience across all Business and Commercial Banking South Africa client channels and enabling the collection of client experience insights to drive overall channel experience to grow share of wallet, maximise returns, and optimizes platform utilisation. Provides input into the Enterprise, Business and Commercial value propositions.  Drives adoption of key and new approaches, initiatives, and mechanisms and ensures that campaigns are well-entrenched.  Drives the implementation of Sustainability across the business (i.e., priority, tools, processes, ways of work, and client understanding) and embeds ecosystems approaches and methodologies in executing for clients.

Qualification

• Business Commerce Degree

Experience

• 8-13 years proven experience in Business and Commercial Banking, with a broad range of experiences to manage and extract value from a small team of senior professionals
• Experience in using data to create insights that shape proposition design and client offering through multiple segments
• Proven ability to consider client experience insights and extract this into practical ways of practice and adoption with national impact

Additional Information

Behavioural Competencies

• Adopting Practical Approaches
• Conveying Self-Confidence
• Developing Expertise
• Directing People
• Embracing Change

Technical Competencies

• Business Development
• Client Retention and Customer Understanding 
• Product Knowledge 
• Risk Acceptance, Risk Awareness, Risk Management and Risk Reporting
• Strategic Planning and Reporting