Customer Experience Lead

Placements24; Gauteng; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work model

Medical benefits

Retirement benefits

Career growth opportunities

Leadership development programs

Job summary

WhatJobs Direct is seeking a dynamic Customer Experience Lead in Pretoria to design, implement, and optimise customer journeys across the lifecycle. You will drive measurable improvements in satisfaction and loyalty, collaborating with marketing, sales and product teams to ensure a cohesive CX strategy.

The role requires a passion for service innovation and a proven ability to build a customer-centric culture, translating insights into actionable improvements across the organization.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• Minimum of 5 years in customer experience, journey mapping, or related field.
• Proven track record implementing CX strategies and measurable results.
• Strong analytical skills to translate data into actionable plans.
• Excellent communication, presentation, and interpersonal skills.
• Experience designing and delivering CX training programs.
• Proficiency with customer feedback tools and analytics platforms.
• Ability to influence stakeholders at all levels.
• Experience in Pretoria business environment is a plus.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map and analyze customer journeys across touchpoints to identify improvements.
• Design and implement initiatives to improve satisfaction, engagement and loyalty.
• Gather and analyze feedback from surveys, reviews, social media to identify pain points.
• Collaborate with cross-functional teams to ensure consistent CX delivery.
• Develop and deliver training programs to empower employees to provide outstanding service.
• Monitor CX metrics (NPS, CSAT, CES) and report progress.
• Stay abreast of CX industry trends and best practices.
• Advocate for the customer throughout the organization.

Skills

Customer journey mapping

Data analytics

Stakeholder management

Training program design

Communication skills

Presentation skills

Education

Bachelor's degree

Tools

Feedback tools

Analytics platforms

Job description

About the Role

Our client, WhatJobs Direct, is seeking a dynamic and strategic Customer Experience Lead to champion exceptional customer journeys within their organization. This role, based in **Pretoria**, is responsible for designing, implementing, and optimizing all touchpoints across the customer lifecycle. The ideal candidate possesses a deep understanding of customer psychology, a passion for service innovation, and a proven ability to drive measurable improvements in customer satisfaction and loyalty. You will collaborate closely with various departments, including marketing, sales, and product development, to ensure a cohesive and positive customer experience. This is a unique opportunity to make a significant impact on our client's brand perception and customer retention strategies. We are looking for a leader who can inspire a customer-centric culture throughout the company and translate insights into actionable strategies for continuous improvement.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map and analyze customer journeys across all touchpoints, identifying areas for enhancement.
• Design and implement initiatives to improve customer satisfaction, engagement, and loyalty.
• Gather and analyze customer feedback from various channels (surveys, reviews, social media) to identify pain points and opportunities.
• Collaborate with cross-functional teams to ensure consistent delivery of exceptional customer experiences.
• Develop and deliver training programs to empower employees to provide outstanding customer service.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on progress.
• Stay abreast of industry trends and best practices in customer experience management.
• Act as a champion for the customer, advocating for their needs throughout the organization.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, customer journey mapping, or a related field.
• Proven track record of successfully implementing customer experience strategies and driving measurable results.
• Strong analytical skills with the ability to interpret data and translate insights into actionable plans.
• Excellent communication, presentation, and interpersonal skills.
• Experience in designing and delivering customer service training programs.
• Proficiency in customer feedback tools and analytics platforms.
• Demonstrated ability to influence and collaborate with stakeholders at all levels.
• Experience in the **Pretoria** business environment is a plus.

Benefits

• An attractive annual salary package up ZAR.
• Hybrid work model offering flexibility between office and remote work.
• Comprehensive medical and retirement benefits.
• Significant opportunities for career growth and professional development.
• A creative and collaborative work environment in **Pretoria**.
• Generous annual leave and public holiday allowances.
• Access to leadership development programs.
• Employee wellness initiatives and support.