Client Experience Executive

Applications close Friday, 18 September 2026

This position is open to internal and external applications

General Description
The Client Experience Executive is responsible for ensuring that the organisation's clients have a positive and seamless experience across all touchpoints. The role involves collaborating with cross-functional teams to understand client needs and preferences and designing and implementing programs to improve the client experience.

Client Experience Executives communicate with existing clients either in person, over the telephone, or through email to identify their needs and address complaints or concerns regarding company products or services.

The CEE’s role is to create exceptional servicing experiences, both digitally and physically. To do so, a CEE must demonstrate strong product knowledge, with the ability to efficiently interact with clients, understand their servicing journeys and pain points, and align with other business functions or internal stakeholders such as product development, software development, sales, marketing, and professional services.

Key Roles and Responsibilities

- Develop and execute an account management strategy.

- Serve as the primary point of contact for clients, ensuring a seamless and proactive engagement model.

- Foster deep relationships with senior stakeholders within the client environments to understand their strategic objectives and align Cardinal solutions accordingly.

- Drive a superior client experience by implementing best practices for clients, ensuring personalised and efficient service delivery.

- Collaborate with internal teams to align the client journey with business goals and enhance the overall client servicing experience.

- Ensure consistent and effective communication with clients through scheduled check-ins, executive briefings, and customised service plans.

- Provide VIP-level client support, ensuring swift resolution of escalations and proactive risk mitigation.

- Act as a trusted advisor, helping clients optimise their use of the Cardinal systems and services.

- Analyse client feedback and key performance metrics to drive continuous improvements in service delivery and client satisfaction.

- Ensure compliance with Service Level Agreements in place with the account structure.

- Provide mentorship and leadership to team members, ensuring best practices in client relationship management.

- Participate in strategy sessions with the relevant Heads of Departments to refine account servicing methodologies.

- Conduct bespoke testing of new developments for the client.

- Organise and lead client workshops and executive-level meetings.

- Adapt to evolving business needs by taking on additional duties as required to support Cardinal's success

Minimum Required Qualifications

- Grade 12 (Matric)

- Higher qualifications would be an advantage but not a requirement.

Knowledge, Skills, and Experience

Specialised knowledge

- Working knowledge of insurance underwriting

- C360 experience is non-negotiable

Skills

- Display effective Critical Thinking patterns

- Display good Problem-solving techniques

- Creativity in addressing issues in the workplace

- Consistent and fair People management practices

- Coordinate well with others

- Always display high emotional intellect

- Good Judgement and Decision-making skills at all times

- Service orientated

- Good Negotiation skills

- Good time management skills

- Personal Efficacy

Experience

- In-depth knowledge of short-term Insurance Management systems – preferably 5+ years of experience in a senior super user role

- Strong understanding of customer experience methodologies, tools, and techniques

- Excellent communication and interpersonal skills, with the ability to communicate effectively with clients
and internal stakeholders

- Strong analytical and problem-solving skills

- Experience with data analysis and reporting

- Experience with agile project management methodologies

- 5+ years’ experience in the short-term Insurance industry