Job Description

To lead the development and execution of the Client Experience strategy for the Commercial Segment, ensuring the delivery of a cohesive, consistent, and differentiated experience across all customer touchpoints. The role drives client engagement, retention, and loyalty by embedding client-centric design, service excellence, and innovation within the segment’s business model, aligning to FNB Botswana’s broader CX and Conduct Strategy.

•   Define and implement the Commercial Segment’s client experience strategy and roadmap, ensuring alignment with the overall bank-wide CX strategy and business goals.

• Create an environment that fosters creativity, innovation, and collaboration to drive superior client outcomes.

•   Champion the Voice of the Customer (VOC) across the Commercial Segment to influence decision-making and embed a culture of client obsession.
• ​Map, manage, and continuously improve the customer journey to deliver a seamless omnichannel experience.

• Translate business strategy into actionable customer journey roadmaps that enhance acquisition, retention, and growth.
• Lead the design and delivery of digital communication and service strategies based on data-driven insights and customer behaviour analytics.
• Drive functional design excellence through best practice in UX, UI, and process simplification.
• Oversee the development, implementation, and monitoring of business and market conduct compliance programs to mitigate regulatory risks and uphold ethical standards.
• Take ownership of quality and reputational risk management across all customer touchpoints, ensuring the bank maintains the highest standards of fairness, transparency, and trust.
• Leverage technology and data analytics to identify opportunities for innovation and service transformation.
• Drive the design and rollout of new channels, digital products, and service models that meet evolving client needs and deliver business value.
• Use customer and market intelligence to optimise processes and align operational models to changing customer expectations.
• Define and track key CX performance indicators, including customer satiaction, effort, and advocacy.

#Post

#FNBBotswana

#LI-JJ1

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
 

20/11/25