To implement and drive the adoption of client experience standards, frameworks and ways of working across the Personal and Private Banking South Africa value chain, including Client Solutions, Digital, Operations, Fraud and Risk.The role will proactively identify, prioritise and implement opportunities to improve the client experience, while putting in place measures to track impact and strengthen consistent execution. This will support PPB SA’s continued transition to a client-led platform business, with client needs remaining central to how products, services and processes are delivered.Key Responsibilities:Drive Client Experience Standards: Embed and continuously improve client experience standards, frameworks and business rules across PPB SA.Improve Client Journeys: Identify service gaps and simplify processes to improve end-to-end client experiences.Use Data and Insights: Translate client feedback, service trends and operational data into targeted improvement actions.Lead Change and Collaboration: Partner across the value chain to implement client experience initiatives and drive effective change.Strengthen Governance and Risk: Deliver client experience outcomes within appropriate risk, regulatory and compliance requirements.
