Standard Bank Group
Financial Services
Consultant,CustomerExperience
Neural analysis suggests this role is
optimal for entry candidates.
“Consultant, Customer Experience at Standard Bank Group. Skills: Customer Success, Service Standards, Customer Retention. Define service standards across the network. Ensure service touch points deliver service optimally”
Industry & Context.
What They're Looking For.
Must Have
BSc in any related field, Minimum of 5 years experience in customer experience/customer facing related roles
Nice to Have
Professional Certification can be an added advantage
What You'll Do.
Define service standards across the network
Ensure service touch points deliver service optimally
Define recovery strategies for service failures
Monitor service at customer touch points
Coordinate service measurement interventions
Track and report trend of exceptions
Track and report exceptional service
Coordinate stakeholder engagement for the team
Full Job Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you. * Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally. * Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points. * Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc). * Track and report trend of exceptions and exceptional service identified in the network. * Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.) * Track and report trend of exceptions and exceptional service identified in the network. ## Qualifications * BSc in any related field. * Professional Certification can be an added advantage. Experience: * Minimum of 5years experience in customer experience/customer facing related roles. ## Additional Information Behavioural Competencies: * Interacting with People * Interpreting Data * Managing Tasks * Meeting Timescales * Upholding Standards Technical Competencies: * Creative Mindset * Excellent interactive and assertive skill * Attention to detail. * Good innovative skills * Good Excel and Power Point skills
Applying for this Consultant, Customer Experience role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Standard Bank Group?
Real rants from real employees. Read before you apply.