Client Experience Strategy Lead

Boardroom Appointments; Johannesburg; On-site; ZAR 360,000 - 600,000; Full time

Job summary

Boardroom Appointments is seeking a Client Experience Specialist to develop and lead customer experience frameworks ensuring high-quality service to all customers and delivery of business targets.

The role involves leading CX operations, mentoring staff, and driving cross-functional collaboration to resolve issues and improve service quality. Strong background in customer service within financial services is preferred, with a Diploma and ideally a Degree.

Qualifications

• Relevant experience in client experience or CX roles.
• Strong ability to build relationships and manage expectations.
• Experience in financial services or similar industry is an advantage.

Responsibilities

• Identify, control and escalate issues as needed.
• Manage costs within approved budget to achieve cost efficiencies.
• Deliver against operational and cost targets.
• Lead daily client experience operations and mentor frontline staff.
• Lead CX meetings and strategy sessions with senior leaders.
• Track and report client experience metrics and insights.
• Ensure service knowledge is technically accurate and relevant.
• Resolve customer dissatisfaction and drive timely resolutions.

Skills

Customer experience

People management

Stakeholder management

Mentoring

Education

Diploma

Degree

Job description

Boardroom Appointments is seeking a Client Experience Specialist to develop and lead customer experience frameworks ensuring high-quality service to all customers and delivery of business targets.

The role involves leading CX operations, mentoring staff, and driving cross-functional collaboration to resolve issues and improve service quality. Strong background in customer service within financial services is preferred, with a Diploma and ideally a Degree.