Client Experience Analyst

About the role

The Client Experience Analyst will support ABSA's Corporate and Investment Banking front‑office by analysing client‑service data and ensuring a world‑class experience for corporate customers. Working closely with the Client Experience Lead, you will help drive service governance, monitor performance metrics and support branches in delivering consistent, high‑quality service.

Key responsibilities

• Analyse client‑experience data and management information (MI) across onboarding, complaints, queries and service standards.
• Compile and review dashboards, service packs and monthly reports for corporate banking teams.
• Coordinate customer surveys and track feedback to identify improvement opportunities.
• Validate account opening documentation against policy rules and capture changes in the system.
• Support branches with service initiatives and ensure compliance with service governance frameworks.
• Monitor and report on payment documentation, excess management and other operational metrics.

Required profile

• University degree or equivalent qualification in a relevant field.
• Experience in data analysis or client‑service roles within banking or financial services.
• Strong attention to detail and ability to work with multiple stakeholders.
• Excellent communication skills and ability to present findings clearly.

Required skills