Client Experience Head – FirstRand Life Assurance Ltd
Job Description
Role Overview
FirstRand Life Assurance Ltd is looking for a strategic professional to direct the planning and implementation of customer-centric transformation, retention frameworks, and value management strategies for FNB Insurance. The appointed individual will guide cross-functional operational excellence, elevate service delivery standards, and optimize interactions across all customer touchpoints.
Key Responsibilities
The incumbent will formulate and implement retention and customer value management blueprints tied directly to enterprise goals. Responsibilities include building operational models and service frameworks that elevate customer satisfaction and outcomes, continuously optimizing service delivery pathways, and tracking customer interactions to maintain an integrated experience. The role requires fostering a client-first ethos through active mentorship, team guidance, and broad stakeholder collaboration. Leaders will leverage sector benchmarks and audience analytics to steer high-level decision-making, direct organizational change management programs, and oversee strategic improvement projects. Additional duties encompass managing departmental finances, ensuring adherence to regulatory compliance frameworks, representing the enterprise externally, and providing thought leadership regarding emerging customer experience innovations.
Candidate Requirements
Applicants must possess a related undergraduate commerce qualification or an equivalent university degree. The background must include six to eight years of direct practice in client experience, value management, and customer retentions, accompanied by five to eight years working in a senior managerial capacity. Candidates need demonstrated success in spearheading service transformation initiatives, managing complex stakeholder relationships, and achieving operational excellence. Appointments align with organizational equity objectives, and voluntary disability disclosures are welcomed.
How to Apply
Applications must be submitted before 2026-11-07.
Submit your application through the employer’s application page: Apply now.
Closing date: 6 November 2026.
