Client Experience Manager

About the role

Standard Bank Offshore, the offshore arm of the Standard Bank Group, is looking for a Client Experience Manager to shape and enhance the end-to-end client journey across its business. The role suits a seasoned client experience professional who turns client feedback, operational data and insight into tangible improvements, focusing on improvement and change rather than traditional customer service management. The position is based in the Isle of Man and does not offer relocation or sponsorship; applicants must be eligible to work there.

Key responsibilities

• Turn client feedback, complaints and service data into actionable insights that improve client outcomes.
• Identify root causes of client pain points and drive sustainable end-to-end journey improvements.
• Champion the Voice of the Client across the organisation so client needs are reflected in decision-making.
• Influence and collaborate with stakeholders across multiple business areas to deliver measurable change.
• Produce reporting and recommendations that support continuous improvement.

Required profile

• Degree-level qualification in Business, Customer Experience, Financial Services or a related discipline is desirable.
• Professional qualifications in Customer Experience, Continuous Improvement, Lean, Six Sigma or Change Management are advantageous.
• Experience improving customer or client journeys and service processes, using feedback and performance data to find improvement opportunities, and conducting root-cause analysis.
• Experience collaborating across teams to deliver change and presenting insights and recommendations to stakeholders.
• Ongoing professional development and a commitment to exceptional client outcomes.

Required skills

• CRM platforms such as Salesforce (advantageous)
• Continuous improvement methodologies (advantageous)