Chief Customer Experience & Insights Lead

The Unlimited; Durban; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

The Unlimited is seeking a Head of Customer Experience to shape the customer journey and set clear experience standards across internal teams and delivery partners.

You will turn customer insights into meaningful action, using NPS and CSAT data to identify opportunities for improvement and influence change, elevating service, retention and loyalty.

This role emphasizes a data-driven mindset and collaboration with leaders across the business to deliver on the brand promise.

Qualifications

• Proven experience in Customer Experience, Customer Operations or Customer Care leadership
• Strong experience setting service standards and driving accountability across internal and outsourced teams
• Deep understanding of customer journeys, NPS, CSAT, retention and service quality frameworks
• A data-driven mindset with a passion for leveraging AI and technology to improve customer outcomes

Skills

CX leadership

Customer Ops

Service standards

NPS/CSAT data

Job description

The Unlimited is seeking a Head of Customer Experience to shape the customer journey and set clear experience standards across internal teams and delivery partners.

You will turn customer insights into meaningful action, using NPS and CSAT data to identify opportunities for improvement and influence change, elevating service, retention and loyalty.

This role emphasizes a data-driven mindset and collaboration with leaders across the business to deliver on the brand promise.