National Customer Experience Manager

Positioned within an established financial services organisation, this high-output role is critical for driving customer-centric strategies across multiple business units. Operating from the Illovo office, the successful incumbent will lead the transformation of client journeys to optimise satisfaction, loyalty, and long-term retention across all stakeholder groups. This full-time position requires a strategic thinker who can seamlessly translate complex data analytics into actionable service improvements. Occasional national travel to Durban and Cape Town offices may be required. To start as soon as possible. Key Responsibilities Strategy Execution: Develop and implement a national customer experience framework aligned directly with broader corporate objectives across all business lines. Journey Mapping: Lead end-to-end customer journey mapping initiatives across the member lifecycle, introducing targeted process enhancements to elevate service standards. Data & Analytics: Analyse customer feedback, survey results, complaints, and operational data to pinpoint trends, opportunities, and root causes. Metrics & Reporting: Monitor and deliver executive reports on critical performance metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and member retention rates. Service Delivery Oversight: Continuously evaluate and improve operational performance across the call centre, member servicing, administration, and client relationship management divisions. Stakeholder Collaboration: Partner with cross-functional teams—including operations, sales, marketing, compliance, and service departments—to ensure a unified and consistent customer experience. Compliance & Governance: Ensure all customer experience structures strictly align with industry legislation, Treating Customers Fairly (TCF) principles, and regulatory standards. Team Leadership: Train, coach, and upskill customer experience teams to achieve operational targets and support professional growth alongside modern technology advancements Requirements Experience: Minimum of 5 years of proven experience in a customer experience, customer insights, service excellence, or related management role. Industry: Essential experience within the insurance or financial services sector. Education: Compulsory undergraduate degree in Data Analytics or Marketing. Core Skills: Advanced analytical capability, strong knowledge of customer satisfaction methodologies, and professional report-writing and presentation skills. Frameworks: Comprehensive understanding of service design principles, customer journey mapping, and CX frameworks. Preferred Qualifications Post-graduate qualification in a relevant field or specialised certifications in Customer Experience Management (CXPA/CCXP). Experience navigating evolving AI innovations within customer service design. Required Software Skills Advanced Microsoft Excel and MS Office Suite. Customer Relationship Management (CRM) systems. Customer feedback and survey platforms (e.g., Qualtrics or similar). Data reporting and analytics tools.