Responsible for setting client experience strategy, improving service delivery, and enhancing client engagement through analytics and leadership across various teams.
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.
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Job Summary
The role is responsible for setting and driving the client experience strategy, positioning Absa Bank Botswana as a leader in exceptional service. It leads transformative initiatives to enhance the end-to-end client journey, establishes frameworks that promote innovation and operational efficiency, and oversees continuous improvement of client experience across all channelsJob Description
- Use data and insights to drive decision-making, improve services and develop proactive client interventions.
- Produce regular executive-level reporting on client experience performance.
- Establish predictive analytics to anticipate client needs and prevent dissatisfaction.
- Create a centralized CX dashboard integrating operational, sentiment and financial metrics.
- Oversee client support teams (customer service, client success, onboarding, complaints).
- Ensure consistent service delivery standards and adherence to compliance/regulatory requirements
- Align client experience initiatives with business goals and commercial outcomes.
- Embed a customer-obsession culture across all leadership levels and business units.
- Lead service redesign initiatives to improve efficiency, accessibility and satisfaction.
- Partner with product, operations and technology teams to embed client-centric practices
- Act as senior escalation point for key clients and complex service issues.
- Foster a culture of empathy, responsiveness and high-quality engagement across the organization
- Monitor client sentiment and proactively address early warning signals of dissatisfaction.
Technical / Professional Skills
- Strong understanding of client journey mapping, service design, and Client Experience methodologies.
- Proficiency in client experience analytics and feedback platforms (e.g., NPS tools, CRM systems).
- Experience managing service teams and implementing performance frameworks.
- Analytical and numerical skills to inform decision making
- Proven coaching and development skills
- Project management
- Excellent communication, presentation skills both written and verbal
- Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior levels
Leadership Competencies
- Strategic thinker with the ability to influence at executive level.
- Excellent communication and stakeholder engagement skills.
- Strong problem-solving and decision-making abilities.
- Ability to lead change and embed a client-centric culture.
- Persuading and influencing
- Qualifications & Experience
- 7+ years of experience in client experience, customer success, service management, or related fields.
- Bachelor’s degree required; Master's Degree will be an added advantage
- Experience leading teams and senior-level stakeholders.
- Customer Service practitioner with proven success record
- Track record in service recovery and complaints management
- Must have managed teams in previous roles and have a strong buoyant personality
- Experience in driving and implementing projects and initiatives
Closing Date: 22 December 2025
Education
Bachelor's Degree: Business, Commerce and Management Studies (Required)Top Skills
Crm Systems
Nps Tools
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