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.
Job DescriptionTo lead the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels, providing actionable insights that identify trends, service gaps, and improvement opportunities. The role supports both strategic decision-making and the effective execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance.
QualificationsType of Qualification: First Degree
Field of Study: Business Commerce, Mathematical Sciences, Analytics or related field
Experience Required
5-7 years
A minimum of 5 years’ relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.
Proven experience in analysing client experience, complaints, service performance, and customer feedback data to identify trends, uncover root causes, and deliver actionable insights that drive business improvement.
Strong proficiency in data visualisation, dashboard development, reporting tools, and the effective presentation of insights to a range of stakeholders, including senior management.
Sound understanding of data governance principles, data quality standards, risk management, regulatory compliance requirements, and internal control frameworks.
Demonstrated ability to handle sensitive customer and business information with a high degree of confidentiality, professionalism, and integrity, while adhering to applicable policies and regulatory requirements.
Behavioural Competencies:
- Developing Expertise
- Directing People
- Establishing Rapport
- Making Decisions
- Providing Insights
- Team Working
- Upholding Standards
Technical Competencies:
- Advanced Analytics
- Continuous Process Improvement
- Customer Value and Insights Management
- Data Analytics & Compliance
- Data Quality & Governance
- Product and Services Knowledge
- Risk Awareness
Standard Bank Group London, England Office
London, United Kingdom, 0
