Customer Experience Strategist

Placements24; Benoni; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Medical aid and retirement fund

Job summary

Placements24 seeks a Customer Experience Strategist for a hybrid role based in Benoni, Gauteng. You will map customer journeys, conduct research, and develop CX strategies that align with client objectives to boost satisfaction and growth.

The role requires strong analytical, communication, and presentation skills, with 5+ years in CX or related consulting and a Bachelor’s degree in a related field. Travel to client sites within Gauteng is expected.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• 5+ years of experience in customer experience, marketing strategy, or related consulting roles.
• Proven experience in designing and implementing customer-centric strategies.
• Strong understanding of customer journey mapping, user research, and CX metrics.
• Excellent analytical, problem-solving, and creative thinking skills.
• Superb communication, presentation, and interpersonal skills.

Responsibilities

• Map current customer journeys and identify key moments of truth and pain points.
• Conduct customer research, including surveys, interviews, and user testing, to gather insights.
• Develop customer experience strategies and roadmaps aligned with business objectives.
• Recommend improvements to products, services, and processes to enhance customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless implementation of CX initiatives.
• Design and measure KPIs for customer experience.
• Stay abreast of trends and technologies in CX management.
• Present findings and strategic recommendations to client leadership.

Skills

CX strategy

Journey mapping

User research

CX metrics

Data analysis

Communication

Presentation

Education

Bachelor's degree in Marketing/Business/Psychology

Tools

Customer feedback tools

Analytics platforms

Job description

About the Role

Our client, a leading management consultancy, is seeking a skilled Customer Experience Strategist to join their team in Benoni, Gauteng . This role is focused on helping clients design and implement customer-centric strategies that enhance satisfaction, loyalty, and ultimately, business growth. You will be responsible for understanding customer journeys, identifying pain points, and recommending innovative solutions across all touchpoints. The position involves a combination of office-based collaboration in Benoni and client site visits within the Gauteng region. This is an excellent opportunity to shape how businesses interact with their customers in a rapidly evolving market.

Key Responsibilities

• Map current customer journeys and identify key moments of truth and pain points.
• Conduct customer research, including surveys, interviews, and user testing, to gather insights.
• Develop customer experience strategies and roadmaps aligned with business objectives.
• Recommend improvements to products, services, and processes to enhance customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless implementation of CX initiatives.
• Design and measure key performance indicators (KPIs) for customer experience.
• Stay abreast of the latest trends and technologies in customer experience management.
• Present findings and strategic recommendations to client leadership.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, marketing strategy, or related consulting roles.
• Proven experience in designing and implementing customer-centric strategies.
• Strong understanding of customer journey mapping, user research, and CX metrics.
• Excellent analytical, problem-solving, and creative thinking skills.
• Superb communication, presentation, and interpersonal skills.
• Ability to work effectively both independently and as part of a team.
• Experience with customer feedback tools and analytics platforms.
• Familiarity with businesses in the Gauteng area is beneficial.

Benefits

Our client offers a competitive salary, performance bonuses, and a comprehensive benefits package, including medical aid and retirement fund contributions. We are dedicated to your professional development, providing access to training programs, industry certifications, and opportunities to attend relevant conferences. You will join a collaborative and innovative work environment focused on delivering exceptional value to clients. The hybrid work model offers flexibility, blending productive office time with the convenience of remote work. This full-time role in Benoni presents significant opportunities for career growth within a reputable consultancy.