Head of Client Experience | Sandton

Are you a strategic Client Experience leader with a passion for creating exceptional customer journeys and driving organisational transformation?

Our client, a leading organisation within the financial services sector, is seeking an experienced Head of Client Experience to lead the design and execution of its client experience strategy across the business.

In this executive leadership role, you will be responsible for shaping a client-first culture, improving end-to-end customer journeys, leveraging customer insights and analytics, and collaborating with senior stakeholders to deliver seamless, innovative client experiences that drive loyalty, retention, and business growth.

Key Responsibilities:

✔ Develop and implement the Client Experience strategy aligned to business objectives.
✔ Drive a customer-centric culture across the organisation.
✔ Optimise end-to-end client and adviser journeys across multiple channels.
✔ Analyse customer feedback and insights to identify opportunities for continuous improvement.
✔ Lead Voice of Customer (VoC) initiatives and customer experience measurement frameworks.
✔ Partner with cross-functional teams to deliver exceptional service experiences.
✔ Drive digital transformation and service innovation initiatives.
✔ Develop CX dashboards and reporting to support strategic decision-making.
✔ Influence executive stakeholders and champion client-focused change across the organisation.

Requirements:

• Relevant Bachelor's Degree (Master's Degree advantageous).
• Minimum 10 years' experience leading Client Experience, Customer Experience, Service Excellence, Client Services, or Customer Strategy functions.
• Proven experience developing and implementing customer experience strategies.
• Strong stakeholder management and leadership experience.
• Experience in customer journey mapping, customer insights, service design, and business transformation.
• Financial services experience within Investments, Wealth Management, Asset Management, Insurance, Banking, or Employee Benefits will be highly advantageous.