Head Of Client Experience – Absa Botswana

Job Description

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 channels
Job 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

Education

• Bachelor’s Degree: Business, Commerce and Management Studies (Required)

Closing Date: 22 December 2025

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