Client Experience Head

This is an exciting opportunity for a senior leader who is passionate about enhancing customer experiences, influencing business strategy, and delivering sustainable business outcomes through innovative customer-focused solutions.

• Develop and execute Customer Value Management and Retentions strategies aligned to organisational objectives.
• Design and implement customer-centric service solutions, operating models, and frameworks that improve customer outcomes.
• Drive continuous improvement initiatives that enhance service delivery, operational efficiency, and customer satisfaction.
• Monitor and evaluate customer touchpoints to ensure a seamless, integrated, and consistent customer experience.
• Foster a customer-first culture across the organisation through leadership, coaching, and stakeholder engagement.
• Build and maintain strong relationships with key stakeholders and business partners.
• Utilise customer insights, market trends, and industry best practices to influence strategic decision-making.
• Lead strategic projects, customer experience transformation initiatives, and change management programmes.
• Identify and implement innovative solutions that improve customer value and business performance.
• Oversee budgeting, resource planning, and financial management within the area of responsibility.
• Ensure adherence to governance, risk, compliance, and regulatory requirements.
• Represent the organisation in industry forums, benchmarking activities, and communities of practice.
• Develop and lead high-performing teams that deliver exceptional customer service and business results.
• Provide thought leadership on customer experience trends and emerging practices.
• Create an environment that encourages collaboration, innovation, learning, and continuous improvement.

• Bachelor's Degree in Commerce or an equivalent related qualification.
• 6–8 years' experience in Client Experience, Retentions and Value Management.
• 5–8 years' experience at a senior management level.
• Proven experience leading customer experience strategies and service improvement initiatives.
• Strong stakeholder management, leadership, and change management capabilities.
• Experience driving customer value, business improvement, and operational excellence.

• Opportunity to shape and influence the customer value and retentions strategy.
• Exposure to enterprise-wide transformation and strategic initiatives.
• Leadership of a customer-centric function with broad business impact.
• A collaborative environment focused on innovation, service excellence, and continuous improvement.

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