National Customer Experience Manager

As the National Customer Experience Manager based in Johannesburg, you will report directly to the Group Executive Committee. In this pivotal role, you will develop and execute comprehensive customer experience strategies across multiple business units, ensuring high-quality service delivery across all member, employer, trustee, and intermediary touchpoints.

Key Responsibilities

• Develop and execute customer experience strategies aligned with business objectives across all business units.
• Drive customer-centric initiatives to enhance member, employer, trustee, and intermediary experiences, focusing on retention and retirement outcomes.
• Analyze customer feedback, surveys, complaints, and operational data to identify trends and actionable insights.
• Monitor and report on key metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer retention, and service level performance.
• Monitor and improve service delivery across member servicing, the call centre, administration, and client relationship management functions.
• Lead customer journey mapping initiatives across the member lifecycle and implement process enhancements.
• Collaborate with operational, sales, marketing, compliance, and service teams to ensure a consistent customer experience.
• Manage customer experience projects, continuous improvement initiatives, and feedback platforms.
• Ensure customer experience frameworks align with industry legislation, regulatory requirements, and Treating Customers Fairly (TCF) principles.
• Train, coach, and develop customer experience teams to achieve strategic objectives.

• A compulsory degree in Data Analytics or Marketing.
• A minimum of 5 years' experience in a customer experience, customer insights, service excellence, or related management role.
• Essential experience within the insurance and/or financial services industry.
• Strong understanding of customer journey mapping, customer experience frameworks, and service design principles.
• Advanced analytical and reporting skills with proficiency in Microsoft Office (specifically advanced Excel).
• Proven experience working with customer feedback platforms, CRM systems, reporting tools, and managing stakeholders and projects.
• Willingness to work overtime when required and travel occasionally to regional offices in Durban and Cape Town.

• Customer-focused with a genuine passion for delivering exceptional service experiences.
• Strategic thinker with robust problem-solving, planning, and organisational abilities.
• Highly analytical, results-driven, and detail-oriented with a continuous improvement mindset.
• Future-ready and enthusiastic about evolving alongside AI innovations and advancements.
• Strong leadership, interpersonal, and relationship-building capabilities.
• Professional, ethical, and committed to high standards of service excellence.