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Robert Walters South Africa The Head of Customer Experience is responsible for overseeing the creation and execution of a customer-centric strategy to elevate the overall customer experience at points around the business. In this position, you will lead the Customer Experience team and work closely with other departments to create a seamless, consistent, and exceptional customer experience. This role actively promotes customer advocacy and strives for continuous improvement by analysing feedback and data, deriving customer insights, and implementing effective solutions for customer service enhancement. Key qualifications for the Head of Customer Experience:Master of Business Administration preferredBachelor's degree in Marketing, Marketing Management or Business Management essentialProfessional Project Management Qualification (PMP) and accreditation essentialMinimum of 5 years of experience in senior project management rolesFintech and Insurance experience is essential Key duties for the Head of Customer Experience include but are not limited to:Develop and implement a customer experience strategy aligned with business objectives.Utilise expertise in customer research, analytics, human-centred design, and performance management to establish a customer-centric strategy and roll out a maturity roadmap.Ensure the CRM platform's effectiveness, stay updated with industry benchmarks, and drive a global customer experience strategy with cross-functional integration.Analyse customer feedback and behaviour data to identify trends and improvement opportunities in the customer journey.Ensure accurate client database segmentation and leverage insights for targeted marketing campaigns.Instil a customer-focused culture, emphasising agility and innovative processes across all products and verticals.Develop frameworks for swift delivery, drive change initiatives, and foster a unified view of customers.Implement process changes, conduct quality audits, and optimise checks on various customer touchpoints.Lead the organisation's Customer Experience, maximising satisfaction metrics and identifying technological advancements.Provide strategic insights through strategic thinking, technical expertise, and effective communication.Stay relevant to customer needs, conduct market research, and collaborate with internal and external stakeholders for continuous improvement. Key personal skills of an effective Head of Customer Experience:Strong computer skills, particularly in Microsoft Office and Advanced ExcelProficient in presentation skills and experience in project managementStrong mindfulness and detail-conscious approachExceptional leadership skills, with expertise in team management, coaching, mentoring, and fostering interpersonal and networking relationships If you are interested in joining a dynamic fintech financial service firm and you have experience in senior project management roles and a proven history in fostering customer-centric strategies, we invite you to apply. Suitable for candidates based in Cape Town Apply Now

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Jobs in Go!