Customer Experience Executive

About the role

The Customer Experience Executive will lead branch operations, ensuring exceptional service delivery and sales performance across a team of up to 25 staff. This role combines customer service, sales, risk management and team leadership within Absa’s retail banking network.

Key responsibilities

• Build and maintain relationships with existing customers, identify sales opportunities and cross‑sell appropriate products.
• Oversee branch customer service, resolve complaints, and conduct monthly trend analysis to prevent recurring issues.
• Manage branch administration including account opening, loan processing, ATM card issuance and system administration.
• Support the Branch Manager in community engagement, merchandising and in‑branch marketing activities.
• Act as crisis coordinator for major issues, review risk and compliance profiles and ensure adherence to Absa policies.

Required profile

• Graduate qualification or equivalent experience in Business, Commerce or Management.
• Strong people‑management capabilities with a passion for branch performance.
• Demonstrated honesty, integrity, decisiveness and commitment to personal development.

Required skills

• Proficiency with Brains banking system.
• Experience using Winfos.
• Knowledge of Branch Maker (Sybrin) platform.
• Solid PC skills for system and equipment maintenance.
• Cash management expertise.