* Represent Customer Care & Insight at governance and leadership forums such as MANCO, CX Steer Cos, and Risk Committees.* Deliver executive summaries and recommendations to senior management, influencing strategy and investment decisions.* Collaborate cross-functionally with Product, Operations, Risk, and Digital teams to embed insight-driven decision making.* Partner with the Group MI and Data teams to align PPB reporting standards with enterprise frameworks.**Preferred:** Honours or Postgraduate qualification in Customer Experience, Business Analytics, or Strategic Management.* Minimum 8–10 years’ experience in customer care, experience analytics, or MI management within the South African banking sector.* Demonstrated experience managing complex complaint and insight ecosystems across multiple products and channels.* Proven record of translating data and insights into tangible service or process improvements.* Exposure to regulatory engagement and internal governance forums (MANCO, CX Steer Co, Audit Committee).* Cross-functional experience with analytics, risk, product, and operations teams.
