Head of Customer Experience

KEY RESPONSIBILITIES

Customer Experience Standards

• Define, implement and review the organization’s customer experience standards and guidelines and align them to overall corporate strategic goals.
  
• Review the standards and guidelines in line with changing regulations and market dynamics.
  
• Create strategic alignment for Customer Experience KPIs and ownership throughout the organization.
  
• Collaborate with cross-functional teams to align customer experience efforts with business goals and objectives.
  

Customer Service Excellence Management

• Be the voice of the customer and drive processes to identify and close gaps in the customer experience based on direct and indirect customer feedback.
  
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
  
• Collaborate with relevant stakeholders to drive internal customer satisfaction and build strong customer relationships.
  
• Collect, collate and analyze customer feedback and data to provide insights into customer needs, identify pain points and improve the customer journey.
  

Business Process Management

• Establish and manage key customer experience processes, including customer contact facilities, interaction models and complaint tools.
  
• Monitor customer retention trends and manage performance metrics.
  
• Compile and analyze monthly reports to track customer service performance, including metrics such as customer satisfaction and conversion rates.
  
• Ensure regulatory and risk-related compliance of all processes at all times.
  
• Manage change related to customer experience processes and systems.
  

Customer Feedback Management and Reporting

• Collect customer feedback and data via surveys and all other feedback channels.
  
• Communicate findings to relevant stakeholders and design interventions to create a positive customer experience.
  
• Monitor and report on the implementation of intervention initiatives.
  
• Identify customer pain points and recommend ways to improve the customer journey.
  

Continuous Improvement

• In collaboration with business leadership, develop and implement initiatives to improve customer interactions across multiple touchpoints and channels for all business units.
  
• Follow up on implementation of improvement initiatives, report on progress and analyze impact.
  
• Review and continuously improve on initiatives.
  

People Management

• In collaboration with HR, recruit, train, coach and mentor the customer service team.
  
• Evaluate and monitor effectiveness of training programs.
  
• Develop, assign, monitor and review team member targets.
  
• Manage team discipline, build and motivate the team for optimal performance, and drive organizational culture.
  

Other duties assigned from time to time

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University degree or equivalent in Business Administration, Business Management, Communications, Public Relations, Marketing or a related field. An MBA will be an added advantage.
  
• Minimum of 10 years’ experience in Customer Experience or Business Operations, 5 of which should have been in a leadership/supervisory capacity.
  
• Relevant experience in the Service Industry, Telecommunications, Banking, Insurance or similar customer-centric industries.
  
• Customer Experience or Service Excellence certification will be an added advantage.
  
• Experience leading change and inspiring teams with an exciting future vision.
  
• Proven ability to define and implement CX standards, manage feedback systems and drive continuous improvement across multiple channels and touchpoints.