Title:  CX Journey Manager

Job Requisition Details

Requisition ID: 146633

Location: Johannesburg, Gauteng

Closing Date: 09 July 2026

Talent Acquisition: Bongiwe Mchunu

Job Family

Marketing, Communication and Research

Career Stream

Business and Commercial Banking

Market Research and Customer Insights

Leadership Pipeline

Manage Self: Professional (MSP)

FAIS Affected

Job Purpose

To improve the Client Experience across all relevant products, services and channels, to deliver value to the customers and employees and drive business value in order to align to the organisation's strategic intent. 

Why Join Our Team

Job Responsibilities

• Articulate the as-is and design the ideal/to-be experience through a deep understanding of the client and their needs. by the Identification of pain points, Moments of Truth, the Job-to-be-done, recommendations for improvement, recommendations for an ideal experience, identification of relevant metrics to monitor journey performance.
• Manage the journey by engaging teams to deliver on recommendations and understanding the benefit thereof, monitoring data for proactive recommendations to allow for continuous improvement.
• Apply best practice and standardised methodologies and toolkits for use across the Cluster, and drive this within the relevant business units.
• Continuous alignment and collaboration with various stakeholders across the business in order to execute on the Client Experience (CX) methodology.
• Run workshops in order to collaborate with relevant stakeholders to develop the desired customer experience for new value propositions or strategic initiatives in order to align to customer needs and address key business objectives.
• Engage directly with senior stakeholders and third party suppliers.
• Take an active interest in the development of the Bank's Digital Strategy, Innovation Design methodologies and Customer Experience methodology.
• Contribute to the conceptual development and delivery of visual design work in order to meet the objectives of the proposed journey.

Job Responsibilities Continued

• Contribute to our success by understanding competitor activity and acting to leverage opportunities, where relevant in the journey work.
• Provide feedback and recommendations to senior business stakeholders in line with creating a better client and employee experience.
• Ensure that the client journey meets Conduct and Communication standards to uphold compliance and align with the various rules and regulations set out by the regulators.
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
• Drive priority delivery based on strategic alignment and return on investment by configuring the portfolio of services or projects.
• Ensure functional alignment with cluster strategy by providing management with corporate performance measures and competitor analysis.
• Provide guidance to top management with regards to potential areas of improvement through various forums or fit for purpose sessions in order to gain buy-in for change.
• Obtain buy-in for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.

Essential Qualifications - NQF Level

Qualification

• A relevant tertiary qualification (NQF Level 7), such as a degree in Commerce, Informatics, Psychology, or Behavioural Economics

Preferred Certifications

Certifications in Agile Methodology, Scrum, or User-Centred Design will be advantageous 

Minimum Experience Level

• 3–6 years’ experience in Customer Experience (CX), Customer Insights, or Journey Management - Crafting and execution of customer experience strategy, stakeholder management, Journey Mapping/ BluePrint Design and Design Thinking Methodology, understanding of metrics/ measurement
• Knowledge of Agile Methodology, behavioural economics, UX/UI (Design and Prototyping) and user-experience testing
• Leading Project teams

Technical / Professional Knowledge

Behavioural Competencies