Customer Experience Strategist

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 540,000 - 900,000; Full time

Benefits offered by this job

Performance bonus

Comprehensive benefits package

Hybrid work model

Career growth opportunities

Job summary

Placements24 in Nelspruit, Mpumalanga, is seeking a creative and analytical Customer Experience Strategist to design and implement exceptional customer journeys across touchpoints. You will leverage insights and analytics to boost satisfaction, loyalty, and advocacy for diverse clients.

The role requires strong CX knowledge, digital engagement, and service design, with hybrid work and opportunities to impact multiple industries in the region.

Qualifications

• 4+ years of experience in customer experience, marketing, service design, or a related consultancy field.
• Strong understanding of CX principles, journey mapping, service design, and user research methodologies.
• Proficiency in customer analytics tools and data interpretation.
• Excellent communication, presentation, and storytelling skills.
• Bachelor's degree in Marketing, Business, Psychology, Design, or a related field.

Responsibilities

• Develop and implement customer experience strategies aligned with client business objectives.
• Conduct customer journey mapping and identify key pain points and moments of truth.
• Utilize customer data and analytics to understand customer behavior and preferences.
• Design and recommend improvements for customer touchpoints, services, and communication channels.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Develop metrics and KPIs to measure the effectiveness of CX initiatives.
• Facilitate workshops with clients to brainstorm and co-create CX solutions.
• Stay updated on emerging CX trends and technologies.

Skills

CX strategy

Journey mapping

Data analysis

Communication

Storytelling

Workshop facilitation

Education

Bachelor's degree in Marketing, Business, Psychology, Design, or related field

Tools

Customer analytics tools

Job description

About the Role

Our client, a leading management consultancy, is seeking a creative and analytical Customer Experience Strategist to join their team in Nelspruit, Mpumalanga . This role focuses on helping clients design and implement exceptional customer journeys across all touchpoints. You will leverage customer insights, market trends, and data analytics to develop strategies that enhance customer satisfaction, loyalty, and advocacy. The ideal candidate has a strong understanding of CX principles, digital engagement, and service design. Based in the scenic region of Nelspruit , you will work with a variety of clients, driving meaningful improvements in their customer interactions and business outcomes.

Key Responsibilities

Develop and implement customer experience strategies aligned with client business objectives. Conduct customer journey mapping and identify key pain points and moments of truth. Utilize customer data and analytics to understand customer behavior and preferences. Design and recommend improvements for customer touchpoints, services, and communication channels. Collaborate with cross-functional teams (marketing, sales, product, support) to ensure a seamless customer experience. Develop metrics and KPIs to measure the effectiveness of CX initiatives. Facilitate workshops with clients to brainstorm and co-create CX solutions. Stay updated on emerging CX trends and technologies.

Requirements

Minimum of 4 years of experience in customer experience, marketing, service design, or a related consultancy field. Proven experience in developing and implementing customer-centric strategies . Strong understanding of CX principles , journey mapping, service design, and user research methodologies. Proficiency in customer analytics tools and data interpretation. Excellent communication, presentation, and storytelling skills . Demonstrated ability to collaborate effectively with diverse teams and stakeholders. Bachelor's degree in Marketing, Business, Psychology, Design, or a related field. Experience working with clients in sectors such as retail, hospitality, or financial services is a plus.

Benefits

Our client offers a competitive salary, performance bonus, and a comprehensive benefits package. This role in Nelspruit provides the opportunity to work on engaging projects that directly impact customer relationships and business growth. Professional development, including training in CX best practices and methodologies, is provided. The hybrid work model allows for a flexible work environment. You will join a supportive and innovative team dedicated to creating outstanding customer experiences. Career growth opportunities within the consultancy are available.