Nedbank and Henley Business School Africa launch groundbreaking programme to enhance customer experience and foster education in the SA banking sector
Partnership represents a significant investment in South Africa's human capital and will contribute to the nation's ongoing journey of transformation and growth.
JOHANNESBURG, South Africa – 18 July 2025
In a significant move set to redefine customer-centricity in the South African banking sector and address critical skills gaps, Nedbank and Henley Business School Africa today announced the launch of a pioneering skills development programme. Co-designed with more than 20 Nedbank executives, this NQF Level 6-accredited programme is set to equip Nedbank employees with the advanced knowledge and practical skills needed to enhance user experience in an increasingly complex and data-driven financial landscape.
Banks globally are under immense pressure to leverage customer data and advanced analytics to tailor services and anticipate needs, all while navigating the imperative to honour privacy and build trust by upholding the highest standards of accountability. This new programme directly addresses this challenge, focusing on how to ethically and effectively use insights to empower clients to manage their money and achieve their financial goals with greater ease and confidence.
‘This programme is a game-changer for Nedbank and for our customers,’ says Ciko Thomas, Group Managing Executive of Personal and Private Banking at Nedbank. ‘It unequivocally signals our commitment to service excellence, placing the customer experience front and centre. By investing in our people through this accredited learning journey, we are not just upskilling our workforce; we are embedding a culture of innovation and collaboration that will directly translate into a more intuitive, secure, and supportive banking experience for every South African we serve.’
A standout feature of this collaboration is the programme's accredited status (at NQF level 6), offering participants the unique opportunity to gain a formal qualification that can contribute towards a degree. Linda Buckley, Pro-Dean Teaching and Learning and Student Experience at Henley Business School Africa, explains that Henley Business School Africa has developed a "ladder of learning", refined and stress-tested over two decades, designed to fill a chronic gap in the South African market for qualifications tailored to working professionals.
‘This learning pathway provides working South Africans with “credit currency” that recognises and formalises their work experience and enables them to grow further,’ she says. ‘People can progress from post-matric right up to our MBA as Master’s level all while working full-time. We are directly redressing the past, allowing individuals who went straight work for various reasons – whether disallowed opportunities or financial constraints – to finally gain accredited recognition for what they do at work. Seeing the massive smiles on their faces when they walk across the stage, having earned credit currency for their practical experience, is incredibly rewarding.’
Buckley adds that the programme’s launch on Mandela Day is particularly poignant, honouring former President Nelson Mandela's profound belief in education as a powerful tool for liberation and socio-economic upliftment. ‘This initiative embodies a commitment to transformation and redress, offering a pathway to accredited qualifications for many who may have previously missed out on higher education due to historical disadvantages or economic constraints.’
Jon Foster-Pedley, Dean and Director of Henley Business School Africa, underscores the broader societal impact. ‘Research by the University of Stellenbosch's Nic Spaull suggests that, on average, out of 100 children who start grade 1, just six will get some kind of qualification within six years of matric, and just four will complete a formal degree. This is woefully inadequate. It is only through one-on-one partnerships between institutions like Henley and committed corporate citizens like Nedbank that we can start to change these odds decisively. We are driving a workplace skills revolution in South Africa, enabling working South Africans to gain formal accreditation to advance their careers and build the businesses they work in.’
The Nedbank programme, which has as a central theme collaboration and communication, has been co-created with Nedbank executives to ensure its direct relevance and practical application within the Bank, a critical factor for adult learning environments. ‘We are confident it will make a huge difference in the Bank,’ says Buckley.
Nedbank was honoured with Forrester’s 2024 Europe, Middle East and Africa Customer-Obsessed Enterprise Award, recognising its client-obsession transformation. The bank’s structured customer experience programme, backed by dedicated leadership, collaboration across business units, and ongoing service excellence initiatives, was singled out for putting client at the heart of everything it does.
Henley Business School, part of the University of Reading is the only international business school in South Africa with this full ladder of locally accredited programmes. The school is listed among the Top 25 business schools worldwide in the Financial Times 2025 ranking of Executive Education programmes, scoring top globally for Faculty Diversity. It was also ranked top in South Africa by PMR.Africa in its survey of executive education programmes.
About Nedbank Group
Nedbank Group is a bank holding company listed on the JSE Limited, with a market capitalisation of R137bn as at 31 December 2024. Nedbank is one of Africa’s largest banking groups, with operations in South Africa, Namibia, Eswatini, Mozambique, Lesotho and Zimbabwe, and offshore in the Isle of Man and Jersey. It also has representative offices in other Africa countries, including Kenya, and has key global financial centres to provide international banking services for SA-based multinational and high-net-worth clients in London and Dubai. The group is a diversified financial services provider, offering a wide range of wholesale and retail banking and financial services. Nedbank has maintained its level 1 BBBEE status for the past 7 years and rates in the top quartile of local and international banks on ESG scores. group.nedbank.co.za.
About Henley Business School:
Henley Business School is a leading global business school and the first in Africa to be quadruple-accredited by the leading UK, European, US and African accrediting bodies: AMBA, EQUIS, AACSB and AABS. Part of the University of Reading, UK, Henley Africa is an emerging powerhouse of African business knowledge, defined by its top-ranked international MBA and executive education programmes, its strong ties to African business, its commitment to transformation and development, and its innovative, flexible approach to management education. Henley holds a level 1 BBBEE status and has been rated by corporates for eight years running as the #1 MBA business school in South Africa (PMR.africa 2018-2025). PMR.africa has also ranked Henley Africa as the #1 business school in South Africa for Executive Education (2025). Offering qualifications from post-matric to doctoral level, Henley’s vision is: we build the people, who build the businesses, that build Africa.
