Customer Experience Executive

About the role

The Customer Experience Executive will lead branch operations to deliver high‑quality service, ensure robust controls and drive business performance. Reporting to the Branch Manager, the role combines customer service excellence, sales initiatives and team leadership within an African banking environment.

Key responsibilities

• Drive operational performance and maintain control robustness across all branch activities.
• Deliver exceptional customer service, resolve complaints and manage the banking hall environment.
• Achieve sales and service targets through relationship building, cross‑selling and in‑branch marketing campaigns.
• Support community engagement and branch merchandising to enhance the bank’s local profile.
• Provide coverage for the Branch Operations Manager and act as crisis coordinator when needed.

Required profile

• Passion for branch performance and customer service excellence.
• Honesty, integrity and decisive decision‑making.
• Commitment to personal development and continuous learning.
• Graduate qualification or equivalent experience in business, commerce or management.

Required skills

• Proficiency with the Brains banking system.
• Experience using the Winfos platform.
• Knowledge of Sybrin Branch Maker for account opening and loan processing.
• Strong PC skills for system administration and user maintenance.