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Job Summary

We are looking for a highly skilled Customer Experience, Marketing & CVM Specialist to drive customer‑focused initiatives across targeted communications, customer value management, campaign execution, insights, and customer experience improvement. This role supports the Fraud Customer Strategy by designing and executing customer communication journeys, improving customer perception, and developing value‑adding campaigns that educate, retain, and proactively protect customers.

The ideal candidate brings a blend of marketing strategy, CVM operations, customer insights, and campaign management experience, combined with an ability to translate data into impactful customer actions. You will work closely with Group Marketing, Group Customer Experience, and internal Fraud teams to ensure alignment to Absa’s brand, customer strategy, and customer protection objectives.

Job Description

Key Responsibilities

1. Strategic Customer Experience, Marketing & Campaign Execution

• Design and execute end‑to‑end customer communication and education campaigns focused on fraud prevention, awareness and customer retention.

• Use CVM tools and insights to segment customers, define targeted communication journeys, and optimise campaign performance.

• Leverage customer, behavioural, and market insights to shape customer‑led initiatives and improve engagement outcomes.

• Work with Group Marketing to ensure messaging, tone, and brand positioning are aligned with Absa strategy.

• Develop and test communication materials (SMS, email, digital content, IVR scripts, branch collateral, social content, etc.).

• Support the design of customer journeys for fraud experiences, from proactive education to post‑incident recovery.

2. Customer Experience Enablement & Insights

• Partner with Insights, CVM, and Data teams to extract meaningful patterns, customer pain points, and improvement opportunities.

• Analyse customer behaviour, complaints, NPS, CSI and adoption/engagement metrics to drive targeted interventions.

• Conduct research, benchmarking, and reviews to assess how customers perceive fraud‑related interactions.

• Recommend and implement solutions that improve customer satisfaction, reduce churn, and enhance customer trust.

• Develop front-line enablement materials to support consistent customer messaging across channels.

3. Relationship Building & Cross‑Functional Influence

• Build strong working relationships across Group Marketing, Retail & Business Banking, CX, Data & Analytics, Compliance and Fraud Operations.

• Act as the “customer voice” in strategic discussions and business cases.

• Work as part of cross-functional teams to design and implement improvements.

• Advocate for a customer-first approach and influence ways of working across the fraud lifecycle.

4. Customer Unhappiness & Issue Resolution

• Review fraud-related customer escalations and feedback to identify communication failures or emotional friction points.

• Translate recurring issues into insights and propose corrective actions to reduce complaints.

• Drive initiatives that proactively address customer unhappiness before it escalates.

Education & Experience

• Relevant degree (Marketing, Communications, Commerce, Customer Strategy, or equivalent — NQF Level 7).

• 3–5 years’ experience in Marketing, CVM, Campaign Management, Customer Insights, or Customer Experience within financial services.

• Experience working with segmentation models, targeted marketing, or customer journey design.

• Exposure to digital marketing, behavioural communication, or customer lifecycle management is advantageous.

• Experience in retail banking or fraud environment is beneficial but not essential.

Education

Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (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