The main purpose of this role is to manage the business relationship with our customers, solving lasting customer problems, building a long-term competitive advantage, retaining loyal customers, creating a strategy to increase profitability and providing a comprehensive customer perspective for executive decisions to increase the lifetime value and profitability of our customers.
As Head of Customer Experience you will be responsible for developing and implementing a customer-centric strategy that enhances the customer experience across all touchpoints. You will lead the Customer Experience team and work closely with other departments to create a seamless, consistent, and exceptional customer experience. As Head of Customer Experience you will champion customer advocacy and continuously improve the customer experience by analysing customer feedback and data, developing customer insights, and implementing effective customer service solutions.
QUALIFICATIONS:
Grade 12 or equivalent (Essential)
Relevant tertiary qualification in Marketing/IMM/Business Management/Humanities (Essential)
Prince/ PMP qualification (Desirable)
Master of Business Administration (Desirable)
EXPERIENCE:
Experience in project management, with a minimum of 5 years in a senior management role.
Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
Experience across digital strategy and delivery, customer strategy, customer experience design, journey design, business transformation, innovation, and product development/management.
Track record of customer-centric decision-making.
Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems.
An understanding of design thinking methodologies and its application to UX/CX.
Experience or qualifications in Agile would be a plus.
Fintech, Insurance, Sales and Marketing Experience.
JOB RELATED KNOWLEDGE & SKILLS
Communication (Written and Verbal) Skills
Computer skills in Microsoft Office
Presentation skills
Project Management
Detail consciousness
Team Management
Business Partnering & Collaboration
Research & Data Analytics
Advanced Excel
Budget Management
Customer Relationship
Interpersonal & Networking skills
Leadership skills
Coaching and mentoring skills
