Job Description

The role is responsible for designing, implementing, and continuously improving the client experience journey for SME clients. This role collaborates with cross-functional teams to ensure service excellence, optimize customer journeys, and drive SME client satisfaction, retention, and loyalty. The role also plays a key part in translating client feedback into actionable improvements across touchpoints.Develop and execute a client experience strategy tailored to SME clients.Map and analyze SME customer journeys across products, services, and channels (digital, branches, relationship managers, etc.).Identify pain points and implement initiatives to improve overall customer satisfaction and Net Promoter Score (NPS).Partner with the SME Relationship teams to ensure clients receive proactive and value-added support.Establish feedback loops with key clients to understand needs and expectations.Act as an internal voice of the SME client across all stakeholders.Design and implement client feedback tools (e.g., surveys, focus groups, interviews).Monitor client experience metrics and develop action plans to enhance client experience across the segment.Design and deliver client service solutions, systems and interactions aligned to Organisational values and service standards. Establish, manage and maintain sound relationships with stakeholders based on trust that builds the brand.Analyze client complaints and service data to identify systemic issues and root causes.Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels and putting the client first.Support in designing seamless onboarding, loan processing, and transactional services experiences.Develop training and awareness programs for frontline staff on SME client experience best practices.Maintain expert knowledge on relevant legislative amendments, industry best practices and provide of advice to relevant stakeholders.Provide thought leadership and expertise.Champion a client-centric culture within the SME banking environment.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.
 

21/08/25

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.