Head of Customer Experience

About the role

The Head of Customer Experience manages the end-to-end customer experience across all channels and touchpoints, using clear standards and processes. The role oversees the improvement of every part of the customer journey so that customers stay satisfied and loyal throughout their lifecycle, with a focus on positive customer impact and a better bottom line. It reports to the Director Strategy and Operations.

Key responsibilities

• Define, implement and review customer experience standards and guidelines, aligned to corporate strategy and market changes, and set CX KPIs and ownership across the organization.
• Drive processes to close gaps in the customer experience based on direct and indirect feedback, and act as the voice of the customer.
• Monitor KPIs on satisfaction, retention and loyalty, and report regularly to senior management.
• Collect, collate and analyze customer feedback and data to identify pain points and improve the customer journey.
• Establish and manage customer experience processes, including contact facilities, interaction models and complaint tools, and ensure regulatory and risk compliance.
• Compile monthly reports on customer service performance, such as satisfaction and conversion rates.
• Work with business leadership to develop and follow up on initiatives that improve interactions across touchpoints and channels.
• Recruit, train, coach and mentor the customer service team, set targets, evaluate training and build a motivated, disciplined team.

Required profile

• University degree or equivalent in Business Administration, Business Management, Communications, Public Relations, Marketing or a related field; an MBA is an added advantage.
• At least 10 years' experience in Customer Experience or Business Operations, 5 in a leadership or supervisory capacity.
• Experience in the service industry, telecommunications, banking, insurance or similar customer-centric sectors.
• Experience leading change and inspiring teams; proven ability to define CX standards, manage feedback systems and drive continuous improvement.
• Customer Experience or Service Excellence certification is an added advantage.

Required skills

• Excellent communication, interpersonal and negotiation skills.
• Leadership and people management, stakeholder and change management.
• Business acumen and knowledge of business process review for continuous improvement.
• Ability to analyze customer data and turn it into actionable improvements.

Applications are submitted online by 30 September 2026; shortlisted candidates are contacted and no fee is charged.