Job Summary

• Execution of strategic initiatives to improve customer communications, experience, and service, ensuring that the voice of the customer is integrated into all aspects of fraud management.
• Conduct Customer experience meetings, and workshops with Absa staff nationally; including internal and external Customer Education in the role of the Fraud Squad.
• Assist in process improvement, analysis and business process management functions – either as a standalone project or as part of wider programmes of change 
• Work closely with internal teams and stakeholders to foster a customer-centric approach that enhances satisfaction, trust, and loyalty.
• To provide a service and manage the customer experience by attending to and resolving all Fraud related customer unhappiness within Fraud Solutions.

Job Description

Accountability: Transformational and Strategic Projects

• Assist in delivering projects which lead to the creation of an industry leading customer experience.
• Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client
• Define and conduct (or partner with others to conduct) appropriate research activities, and evaluate finding
• Design, develop and deliver through integrated teams ongoing customer experience improvements as well as innovations which provide Absa with sources of significant differentiation and competitive advantage
• Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation
• Work collaboratively in a team and documents functional requirements and prioritisation from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress

Accountability: Customer Experience Enablement

• Work with insight teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identification of opportunities to leverage this information through great customer experiences through benchmarking, reviews and surveys
• Understand and help mitigate potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks
• Provide assistance on the ideal ‘customer experience’ by helping to develop key capabilities that differentiate clients and meet consumer needs
• Develop solutions that will enable front line team members to provide a sustainable, proficient and professional level of service to customers.
• Develops solutions to solve repetitive customer failures derived from roots causes and insights that adversely affect customer experience.
• Implement specific service initiatives tailored to the targets agreed for customer service level improvements for the BU (NPS, Customer Satisfaction Index, Complaints, Quality, etc.).

Accountability: Relationship Building & Team Working

• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice
• Build comprehensive networks and sound relationships with businesses across Retail & Business Bank in order to influence ways of working.
• Continuously engage with business as part of cross functional working teams in developing potential improvement solutions
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Accountability: Customer Unhappiness Resolution

• Receive, resolve and respond to Complaints obtained through various complaint lines.
• Identify areas where consistent problems occur and provide input into and offer solutions which can be used to minimise or remove the reoccurrence of the specific complaint type.
• Ensure proactive actions are taken to enhance positive customer experience

Education and experience required

• Relevant degree (NQF Level 7) or equivalent.
• 3-5 years retail banking experience.
• Proven experience in customer experience management, preferably in the financial services or fraud prevention domain.
• Strong understanding of customer journey mapping, service design, and customer-centric process improvements.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.

Education

• Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)

End Date: September 23, 2025