Client Experience Specialist

Job Description

Hello Future Customer Experience Specialist

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Wealth and Investments, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Nows the time to imagine your potential in a team where experts come together and ignite effective change.

Are You Someone Who Can

• Understand customer needs, expectations, and perceptions to build positive experiences that drive loyalty and business success.
• Enhance the overall customer experience across all interactions that a customer has with us.
• Analyse, measure and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals.
• Customer-focused and have a good understanding of customer service practices.
• Constantly seek feedback to improve the overall customer experience.
• Develop, encourage and nurture collaborative relationships across area of specialisation to be able to identify customer pain points, breakages and potential opportunities.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.

You Will Be An Ideal Candidate If You Have

• Strong communication and problem-solving skills.
• A self-starter who will actively seek input from stakeholders.
• Have worked with FIGMA, Miro or similar visual workspace tools.
• Have a good understanding on how to create and build customer personas, successful customer outcome canvases, user journey mapping and implement CX roadmaps.
• A good understanding of customer service principles, effective communication, and problem-solving skills.
• Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.
• Compile reports that track progress and guide business to make informed decisions.
• Ensure that FNB has a smooth, unfragmented and consistent customer experience across all touchpoints all stages of the customer journey.

You Will Have Access To

• Opportunities to network and collaborate across FirstRand Group.
• The FNB CX community and CX Academy.
• A mentally stimulating working environment.
• Opportunities to innovate.

We Can Be a Match If You

• Are adaptable and curious.
• Analyse complex data sets.
• Take initiative and actively engage with stakeholders.
• Can thrive in a collaborative environment.
• Have at least 1-2 years of CX experience.

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Groups 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.

#POST

#FNB

Job Details

Application Closing Date

25/05/24

All appointments will be made in line with FirstRand Groups 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.