Senior Manager: Customer Experience and Channel Management

Senior Manager: Customer Experience and Channel Management 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. Job Summary Job Specification: Manager of Customer Experience and Channel ManagementPosition Overview:An experienced and dynamic Manager of Customer Experience and Channel Management to lead and shape the strategic direction of our bank's customer experience initiatives and channel management functions. As the Manager, your responsibilities will include designing and implementing customer-centric strategies to enhance the overall customer journey and optimizing channels for superior service delivery. You will collaborate with cross-functional teams, leverage data-driven insights, and champion innovation to create exceptional experiences for our customers. Job Description Key Responsibilities: Channel Management - Weight: 50% Develop and implement a comprehensive channel strategy. Create and execute a plan that aligns with bank objectives, ensuring all customer interactions - branch, online, mobile, or call centre - are consistent and seamless. Analyse customer behaviour, segment channels by need, and set KPIs for performance. Regularly analyse usage data and customer feedback to identify and address issues, introducing improvements such as process streamlining and user interface upgrades. Work closely with marketing, product, operations, and tech teams to integrate channel initiatives into campaigns, product launches, and service enhancements. Identify, test, and deploy innovative solutions (e.g., self-service tools, chatbots, mobile apps) to enhance efficiency and satisfaction across all channels. Monitor industry trends and advise on strategy. Ensure regulatory and risk compliance. Use customer and market insights to lead optimisations, run workshops, and adapt channels to evolving expectations. Key Responsibilities: Customer Experience - Weight: 50% Develop and implement a customer experience strategy that aligns with bank objectives, delivering a seamless and personalised journey across all channels. Lead and support stakeholders and teams focused on customer experience design, channel optimisation, and process improvements. Continuously analyse data and feedback to identify pain points and enhance the customer journey. Collaborate with marketing, product, operations, and tech teams to ensure customer experience initiatives support business goals. Utilise customer insights, research, and market trends to drive improvements in experience and channel management. Create customer journey maps to understand needs and challenges at each stage. Promote innovation by adopting new technologies such as self-service tools, chatbots, and mobile apps. Monitor industry trends and recommend strategies for competitive advantage. Ensure regulatory and risk compliance. Qualifications and Skills: 1. Bachelor's degree in business, marketing, finance, or a related field. An advanced degree is preferred.2. Proven experience in customer experience management, channel management, or a related field within the banking or financial services industry.3. Strong leadership skills with the ability to inspire and manage a team, fostering a culture of customer-centricity and continuous improvement.4. Deep understanding of customer experience principles, journey mapping, and channel optimization strategies.5. Analytical mindset with proficiency in analyzing customer data, interpreting insights, and making data-driven decisions.6. Experience in implementing customer experience measurement frameworks, developing KPIs, and leveraging customer feedback to drive improvements.7. Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.8. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.9. Knowledge of banking regulations, compliance requirements, and security standards related to customer experience and channel management.10. Strategic thinking and the ability to translate business objectives into actionable customer experience strategies. Education Bachelor s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required) Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised At Absa, our story is not a single narrative. It's thousands of individual journeys unfolding across Africa and beyond.From colleagues serving customers in local communities to teams shaping financial solutions across borders, Absa is built on people who bring their lived experiences, ambitions and perspectives into the workplace every day. Whether you're starting your career, a seasoned leader or somewhere in between, your contribution is seen, valued and connected to something bigger.Our presence across Africa - which spans personal and business banking, corporate and investment banking, wealth and investment management, and insurance - exists because of the people who show up in their roles with purpose. Across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia, our colleagues are shaping what Absa becomes in each market.Beyond the continent, teams in global offices and a technology hub support and extend the stories that prove that African talent can lead, influence and innovate on the global stage.At Absa, your story matters because progress is driven by human experience, not hierarchy. When people are enabled to bring their whole selves to work, they don't just build careers. They help shape the future of Africa's financial services landscape.