Manager Service Excellence at Absa Bank Limited

Job Summary

• Manager, Customer Experience Excellence at Absa Bank is a pivotal leader focused on enhancing service delivery and championing customer-centric values across all levels of the organization.
• This role is dedicated to ensuring that every interaction reflects Absa’s commitment to quality and HEART principles, fostering a culture of customer obsession through exceeding customer expectations at every interaction.
• By leveraging insights, best practices, and team collaboration, the role holder drives strategies that optimize satisfaction and loyalty.
• This leader serves as a catalyst for embedding exceptional service standards that empower Absa’s Colleagues to serve with HEART and consistently go above and beyond.

Job Description

Key Accountabilities...

CX Performance Management 20%

• Define and manage CX performance metrics goals (e.g., Net Promoter Score, Customer Satisfaction Score, Customer Effort Score).
• Set up a governance framework for monitoring CX KPIs across departments.
• Analyze and report CX metrics to senior leadership, identifying trends, areas for improvement, and opportunities.
• Work closely with customer service, product, operations, and other teams to set CX benchmarks and ensure alignment with overall business goals.
• Drive continuous improvement initiatives to enhance customer experience outcomes

CX Insights and Analytics 20%

• Analyze customer feedback, surveys, and interactions to generate actionable insights.
• Utilize data analytics to uncover customer behavior patterns, service pain points, and service improvement opportunities.
• Produce regular CX insights reports and presentations, sharing with cross-functional teams and executive management.

CX Culture Development -20%

• Champion a customer-obsession culture throughout the bank, ensuring that all staff understand their impact on the customer experience.
• Develop and implement training programs and workshops to enhance customer service skills across departments.
• Collaborate with the bank’s HC to embed CX principles into recruitment, onboarding, and performance review processes.
• Celebrate CX success stories and build recognition programs to reward exceptional customer service and experience improvements.
• Promote customer-first thinking and advocate for initiatives that prioritize customer satisfaction and loyalty.

CX Business Support- 30%

• Act as CX advisors to business units, providing guidance on CX strategies, best practices, and customer impact considerations.
• Support new product and service development teams by embedding CX requirements into the design and rollout process.
• Establish a feedback loop between CX, product, marketing, and operations teams to ensure seamless customer journeys.
• Manage the CX budget and allocate resources effectively to support high-impact CX projects and initiatives.
• Stay updated on industry trends, customer expectations, and regulatory changes that may impact CX.

Team Leadership & Development: 10%

• Lead and inspire a team focused on CX insights, CX Obsession Culture, CX communication and CX business support.
• Mentor team members, promote cross-discipline learning, and support their professional growth.
• Set team goals and KPIs, conduct evaluations, and organize training to encourage high performance and continuous growth

Qualifications

• Bachelor’s degree
• Certified Customer Experience Professional

Experience

• Minimum 5 years in customer experience, service excellence, or related roles, with 3+ years in leadership.
• Proven track record in driving CX improvements and delivering measurable impact on customer satisfaction and loyalty.
• Familiarity with CX measurement tools and methodologies (e.g., NPS, CSAT, CES).
• Experience in leading cultural transformation initiatives is highly desirable

Knowledge & Skills

• Strategic Agility
• Group Facilitation - ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise
• Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
• Interpret Data - ability to interpret data and insights to objectively and consistently drive CX objectives
• Design Thinker - Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way
• Design Capabilities - ability to create or co-create visual models to help bring the objective from concept (or ideation) to reality, for stronger engagement and understanding
• Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders “see” where the gaps and opportunities are to increase success
• System Thinker - able to see the big picture as well as the details
• Practices flexibility and a willingness to restate or reconsider points of view
• Communicates and collaborates well within and across organizational levels
• Has exceptional problem-solving skills
• Delegates effectively
• Negotiates well for mutually beneficial outcomes
• Resolves conflict
• Proven track record driving positive change in a complex environment
• Build relationships