Client Experience Head at FNB Insurance, Johannesburg
FNB · Johannesburg, Gauteng
Overview
FNB Insurance is looking for a senior Client Experience Head to lead customer value management and retentions strategy in Johannesburg. You will drive customer-centric transformation, service excellence and value creation across all touchpoints. This is a full time role for a strategic leader with 6 to 8 years in client experience, retentions and value management, plus 5 to 8 years at senior management level. If you are passionate about shaping customer experiences and influencing business strategy, this opportunity is for you.
About the role
FNB Insurance is seeking an experienced and strategic Client Experience Head to lead the development and execution of the organisation's customer value management and retentions strategy. In this role, you will drive customer-centric transformation, service excellence and value creation across all customer touchpoints.
You can expect to:
- Develop and execute Customer Value Management and Retentions strategies aligned to organisational objectives.
- Design and implement customer-centric service solutions, operating models and frameworks that improve customer outcomes.
- Drive continuous improvement initiatives that enhance service delivery, operational efficiency and customer satisfaction.
- Monitor and evaluate customer touchpoints to ensure a seamless, integrated and consistent customer experience.
- Foster a customer-first culture through leadership, coaching and stakeholder engagement.
- Lead strategic projects, customer experience transformation initiatives and change management programmes.
- Oversee budgeting, resource planning and financial management within your area of responsibility.
- Develop and lead high-performing teams that deliver exceptional customer service and business results.
Application note: Applications will not be accepted on the closing date or thereafter, so please submit your application well before 07/11/26. All appointments will be made in line with FirstRand Group's Employment Equity plan, and the Bank supports the recruitment and advancement of individuals with disabilities. You will apply on FNB's official site.
Requirements
- Bachelor's Degree in Commerce or an equivalent related qualification.
- 6 to 8 years' experience in Client Experience, Retentions and Value Management.
- 5 to 8 years' experience at a senior management level.
- Proven experience leading customer experience strategies and service improvement initiatives.
- Strong stakeholder management, leadership and change management capabilities.
- Experience driving customer value, business improvement and operational excellence.
Responsibilities
- Develop and execute Customer Value Management and Retentions strategies aligned to organisational objectives.
- Design and implement customer-centric service solutions, operating models and frameworks that improve customer outcomes.
- Drive continuous improvement initiatives that enhance service delivery, operational efficiency and customer satisfaction.
- Monitor and evaluate customer touchpoints to ensure a seamless, integrated and consistent customer experience.
- Foster a customer-first culture across the organisation through leadership, coaching and stakeholder engagement.
- Build and maintain strong relationships with key stakeholders and business partners.
- Utilise customer insights, market trends and industry best practices to influence strategic decision-making.
- Lead strategic projects, customer experience transformation initiatives and change management programmes.
- Identify and implement innovative solutions that improve customer value and business performance.
- Oversee budgeting, resource planning and financial management within the area of responsibility.
- Ensure adherence to governance, risk, compliance and regulatory requirements.
- Represent the organisation in industry forums, benchmarking activities and communities of practice.
- Develop and lead high-performing teams that deliver exceptional customer service and business results.
- Provide thought leadership on customer experience trends and emerging practices.
- Create an environment that encourages collaboration, innovation, learning and continuous improvement.
Benefits
Opportunity to shape and influence the customer value and retentions strategy, exposure to enterprise-wide transformation and strategic initiatives, leadership of a customer-centric function with broad business impact, and a collaborative environment focused on innovation, service excellence and continuous improvement.
Job details
- Organisation
- FNB
- Location
- Johannesburg, Gauteng
- Job type
- Full time
- Experience level
- Executive (6+ years)
- Education
- Bachelor
- Category
- Customer Service
- Posted
- 30 October 2026 (1 week ago)
- Closing date
- 7 November 2026
- Application Method
- Apply online
Success Guide
This is a senior leadership role at FNB Insurance, so your application should clearly show how you have led customer experience, retentions or value management at a strategic level. Highlight specific examples where you improved customer outcomes, managed budgets or led teams through change.
Your CV should spell out your senior management experience and the size of the teams or budgets you have managed. Include a strong cover letter that speaks to FNB's customer-first culture and how you would drive transformation across touchpoints.
Prepare for interview questions on stakeholder management, turnaround cases, and how you use customer insights to shape strategy. Since this is an Employment Equity appointment within FirstRand Group, you can mention any disability information voluntarily if you wish. Submit your application early because no applications are accepted on or after 07/11/26.
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