Head of Client Experience (Sandton)

About the role

We are seeking a strategic Head of Client Experience to lead the design and execution of a client‑first strategy for a leading financial services organisation in Sandton. In this executive role you will shape culture, optimise end‑to‑end journeys and drive growth through superior client experiences.

Key responsibilities

• Develop and implement a Client Experience strategy aligned with business objectives.
• Champion a customer‑centric culture across the organisation.
• Optimise client and adviser journeys across multiple channels.
• Analyse customer feedback and insights to identify improvement opportunities.
• Lead Voice of Customer initiatives and experience measurement frameworks.
• Partner with cross‑functional teams to deliver exceptional service experiences.
• Drive digital transformation and service innovation initiatives.
• Develop CX dashboards and reporting to support strategic decision‑making.
• Influence executive stakeholders and champion client‑focused change.

Required profile

• Relevant Bachelor’s degree (Master’s advantageous).
• Minimum 10 years’ experience leading client or customer experience functions.
• Proven track record of developing and implementing experience strategies.
• Strong stakeholder management and leadership capabilities.
• Experience in financial services such as investments, wealth management, asset management, insurance, banking or employee benefits is highly advantageous.

Required skills