Customer Experience Specialist

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Customer Experience SpecialistApply locations Johannesburg | Full time | Posted 2 Days Ago | End Date: June 12, 2025 (4 days left to apply) | Job Requisition ID: R34935Job DescriptionWelcome to FNB, the home of the #changeables.
We design for the shapeshifters and the game changers.
As part of our talent team at FNB Points of Presence Customer Experience, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.
Now's the time to imagine your potential in a team where experts come together and ignite effective change.
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, behaviors, and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.
Are You Someone Who CanPerform research analysis to be able to provide relevant, accurate, and timely information for informed decision making to enhance the customer experience.Manage risks in own area of responsibility.Develop, encourage, and nurture collaborative relationships across area of specialization.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.Create 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 organizational 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 the business has a smooth, unfragmented, and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.Qualifications and ExperienceMinimum Qualification: Bachelor of Commerce, equivalent to NQF Level 7; an Honours Degree would be advantageous.Years of Experience: 4 to 5 years in Client Experience and Value Management.Additional RequirementsManage and report on CX projects/campaigns.Assist with Executive reporting.Create a CX culture that promotes a great employee experience.Apply design thinking to enhance the overall journey.You Will Have Access ToOpportunities to network, collaborate, and work across segments and teams.Challenging work environment.Opportunities to innovate and add value to team, leadership, and business effectiveness.We Can Be a Match If You AreCurious & courageous — driven by always wanting to know more and learn more, and brave enough.Obsessed with mastery — knowing what it takes to become good at what you do and constantly pushing yourself to do it.Open to ongoing personal mastery & development.If you're interested in taking the next step, we look forward to engaging with you further.
Apply now!
Job DetailsNote: Applications will not be accepted after 12/06/2025.
Please submit your application before the closing date.
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.
Candidates may voluntarily disclose their disability information, which will be kept confidential unless required by law.
Introduce YourselfIntroduce yourself to our recruiters, and we will contact you if a suitable role arises.
For queries, please log via MyQ.
About UsFNB serves retail and commercial customers with a range of banking, insurance, savings, investment, and digital solutions.
Recognized globally, FNB has won multiple awards, including the Strongest Banking Brand in the World (2023).
We offer opportunities to build a rewarding career and make a meaningful impact.

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