Manager Service Excellence
Empowering Africa’s tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
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Job SummaryManager, 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
***Application Deadline – 22nd July 2025***
Education Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)
