Job Requisition and Recruiter Details

Title: Head: CX Management & Market Conduct
Requisition: 147324
Department: Product Design and Innovation Strategy & Integration
Division: Product Design and Innovation)
Closing Date: 01 September 2026
Recruiter: William Mtsweni

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Function (MF)

Job Purpose

To deliver market leading experiences that make it easy for clients to achieve banking objectives that create positive perceptions of Nedbank and impact those client behaviours, which drive profitable business growth. Ensure that Fair Outcomes and Client Conduct elements are embedded into Client Experience (CX) delivery. The primary focus for this role is strong Customer Experience (CX) leadership. The individual will be responsible for influencing how customer insights are translated into product, process and service improvements across the organisation. They should be capable of operating at both strategic and executive levels, acting as an ambassador for customer-centricity and customer-led decision-making.

Job Responsibilities

• Establish and manage monthly Client Conduct Council reviews with all stakeholders, covering Acceptance Criteria actions determined in Market Conduct Culture Programme (MCCP) (and incorporate Reserve Bank Report).
• Establish a regular engagement with Group Technology (and any area identified) to review and manage the progress on delivery of the prioritised backlog of top CX fixes & improvements.
• Track and report on Conduct Risk issues across the Cluster, collate the business-led accountability to respond to any area identified, ensuring continued delivery of Fair Client outcomes (which in turn is to be monitored by Risk and Compliance).
• Embed Client Conduct requirements and practices in CX and ensure regulatory, Risk, Compliance and Policy requirements are adhered to in all elements of CX function.
• Facilitate and oversee the implementation of the MCCP compliance framework
• Build and maintain effective internal and external stakeholder and/or vendor relationships
• Ensure work is completed according to plan by continually reporting progress and participate as an active member of the team
• Keep abreast of developments in field of expertise, including legislation and other industry changes that impact on role by reading relevant newsletters and websites and attending sessions to remain current.
• Effectively and efficiently manage team across the HR value chain including recruitment, performance management, retention of critical staff, succession planning and coaching and talent management.

Essential Qualifications - NQF Level

Preferred Qualification

• Must have completed a degree in Business, Marketing, Information Technology, Engineering or any related disciplines.
• MBA would be an advantage

Minimum Experience Level

• 7-10+ years relevant experience.
• Strong CX leadership background.
• Experience working in product management, product development, customer insights and/or customer experience environments.
• Demonstrated ability to influence senior stakeholders and drive organisational change through customer insights.
• Leadership experience managing senior specialists and practitioners.
• Market Conduct experience would be advantageous but is not mandatory.

Technical / Professional Knowledge

Behavioural Competencies