Senior Manager: Customer Insights

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Senior Manager:
Insights – CIB Client Care

Johannesburg

Head of Client Care

To develop and execute tactical strategies and delivery plans for customer and colleague insights within CIB Client Care, ensuring operational implementation and adoption of best‑in‑class methodologies, governance, and delivery objectives. This role is pivotal in driving value creation, business decision‑making, and customer management through actionable insights, advanced analytics, and stakeholder engagement.

• Customer & Colleague Insights Leadership
  • Proactively research, design, and deliver impactful insights using market trends, competitor analysis, and global best practices across customers, products, and channels.
  • Integrate primary and secondary data sources to produce actionable insight reports that inform business strategy and operational improvements.
  • Lead the development and continuous enhancement of measurement frameworks (e.g., CSAT, active and passive tracking, user experience) for both client and colleague journeys.
  • Champion the use of real–time feedback and dynamic data visualization to accelerate agile, client‑led decision‑making.
• Advanced Analytics & Innovation
  • Drive the adoption of advanced analytics, dashboarding, and generative AI to enhance the quality, speed, and relevance of insights.
  • Pioneer innovative solutions, leveraging both structured and unstructured data to provide a comprehensive view of client experience.
  • Promote automation and scalable solutions for data collection, reporting and visualization, reducing manual intervention and turnaround times.
• Stakeholder Engagement & Influence
  • Build strong relationships with internal and external stakeholders, providing expert advice to senior management on key insights and analytics.
  • Translate insights into clear recommendations and action plans, influencing product development, service delivery and strategic priorities.
  • Collaborate across technology, product and business teams to ensure effective implementation and adoption of insight capabilities.
• Operational Excellence & Governance
  • Ensure robust governance, risk management and compliance across all insight and analytics activities.
  • Document and embed processes, controls and business rules, driving continuous improvement and adherence to best practices.
• Performance Measurement & Value Demonstration
  • Assist with the development and delivery of portfolio performance analysis, including operating margins, profitability, market share and growth opportunities.
  • Demonstrate the value of insights through measurable improvements in client and colleague satisfaction, business outcomes and operational efficiency.

• Proven experience in customer and colleague insights, analytics or related fields within financial services or a similar complex environment.
• Strong track record of delivering actionable insights, driving automation and influencing senior stakeholders.
• Expertise in advanced analytics, dashboarding (e.g., Power BI) and data visualization.
• Demonstrated ability to lead cross‑functional projects, manage multiple priorities and deliver results in a fast‑paced, dynamic setting.
• Excellent communication, stakeholder management and problem‑solving skills.
• Experience with real‑time feedback platforms, agile methodologies and generative AI will be advantageous.

Bachelor’s Degrees and Advanced Diplomas in Business, Commerce and Management Studies (Required).

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised.

Ready to set new standards in client experience? Apply now and help us shape the future of CIB Client Care at Absa.