Customer Experience & Value Management (Cvm) Manager

Are you passionate about creating exceptional customer experiences and transforming customer insights into business growth? As part of the Branding, Marketing & Communications team, you will champion a customer-first culture, leverage analytics to generate business insights, and ensure consistent, seamless experiences across all customer touchpoints. Job Summary Employer: National Development Bank Job Type: Full-time Location: Gaborone, Botswana Category: Marketing Closing Date: 2026-09-25 Key Responsibilities Develop and implement the enterprise-wide Customer Experience framework.

Map and optimise customer journeys across retail, commercial, digital and service channels. Lead the Voice of the Customer programme, including feedback, surveys and NPS tracking. Turn customer insights and analytics into actionable improvements that drive satisfaction, loyalty and retention. Develop customer segmentation, retention, loyalty and customer value strategies. Partner with Operations, Branch Networks and Digital Marketing to improve service delivery and targeted engagement.

Drive consistent, seamless omnichannel experiences and service excellence. Champion accessible, inclusive and responsible customer engagement, aligned with ESG principles. Develop dashboards and reports to track customer satisfaction, loyalty, retention and value. Champion a customer-centric culture through CX workshops, training and stakeholder engagement. Requirements Bachelor's Degree in Business Administration, Marketing, Customer Experience, Data Analytics, Statistics, or a related discipline.

Professional certifications in Customer Experience, Customer Value Management, Data Analytics, SQL, Power BI, Tableau, or related fields will be an added advantage. Minimum 7 years' experience in Customer Experience, Customer Value Management, Service Management, Marketing Analytics, or related disciplines. Experience within the financial services, banking, insurance, or customer-focused service industries is highly desirable.

Strong experience using data and customer insights to drive business performance. How to Apply To apply, please visit: forms.cloud.microsoft.com