Customer Experience Transformation Lead

Placements24; Bloemfontein; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive compensation

Medical aid

Retirement benefits

Professional development opportunities

Industry events

Job summary

Placements24 is seeking a Customer Experience Transformation Lead in Bloemfontein to guide client CX programs end-to-end. You will map journeys, identify improvements, and design innovative solutions to boost satisfaction, retention, and advocacy.

You will collaborate with cross-functional teams, leveraging data analytics and feedback to drive continuous CX enhancements and establish best practices across client organizations.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field is required.
• Minimum of 6 years' experience in customer experience management, service design, or related consulting.
• Proven track record in designing and implementing CX transformation programs.
• Deep understanding of CX metrics, journey mapping, and customer feedback mechanisms.
• Excellent project management, analytical, and problem-solving skills.
• Strong communication and stakeholder influencing abilities.

Responsibilities

• Lead the design and execution of customer experience strategy initiatives for clients.
• Map current customer journeys and identify key pain points and opportunities for improvement.
• Develop innovative solutions to enhance customer satisfaction, retention, and advocacy.
• Collaborate with cross-functional teams to ensure CX improvements across touchpoints.
• Utilize data analytics and customer feedback to measure CX performance and drive improvement.
• Manage client relationships as a trusted advisor on customer experience.
• Facilitate workshops and training to embed a customer-centric culture.
• Stay current with emerging CX trends and technologies.
• Prepare reports and presentations to communicate findings to stakeholders.

Skills

CX strategy

Data analytics

Project management

Stakeholder influence

Communication

Education

Bachelor's degree in Marketing/Business Administration or related field

Tools

CRM systems

CX platforms

Job description

About the Role

Our client, a leading management consultancy, is actively seeking a Customer Experience Transformation Lead to join their dedicated team. This pivotal role, based in Bloemfontein, Free State , will be responsible for guiding clients through comprehensive transformations aimed at elevating their customer experience (CX). You will leverage data, technology, and strategic insights to design and implement customer-centric strategies that drive loyalty and business growth. The ideal candidate will possess a deep understanding of CX best practices, excellent project management skills, and a passion for creating exceptional customer journeys. This is an exciting opportunity to influence customer strategy in the Free State region and contribute to significant business outcomes.

Key Responsibilities

• Lead the design and execution of customer experience strategy initiatives for clients.
• Map current customer journeys and identify key pain points and opportunities for improvement.
• Develop innovative solutions to enhance customer satisfaction, retention, and advocacy.
• Collaborate with cross-functional teams to ensure seamless integration of CX improvements across all touchpoints.
• Utilize data analytics and customer feedback to measure CX performance and drive continuous improvement.
• Manage client relationships, acting as a trusted advisor on all matters related to customer experience.
• Facilitate workshops and training sessions to embed a customer-centric culture within client organizations.
• Stay current with emerging trends and technologies in customer experience management.
• Prepare comprehensive reports and presentations to communicate findings and recommendations to stakeholders.

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Minimum of 6 years of experience in customer experience management, service design, or a related consulting role.
• Proven track record in designing and implementing successful CX transformation programs.
• Deep understanding of CX metrics, journey mapping, and customer feedback mechanisms.
• Excellent project management, analytical, and problem-solving skills.
• Strong communication, presentation, and interpersonal skills, with the ability to influence stakeholders.
• Experience with CRM systems and CX management platforms is desirable.
• Ability to work collaboratively in a team environment and manage client expectations.
• Understanding of the business environment in Bloemfontein and the wider Free State is a plus.

Benefits

• Our client offers a competitive compensation package, including attractive salary and potential bonuses, alongside comprehensive medical aid and retirement benefits.
• This role provides significant opportunities for professional development, continuous learning, and exposure to diverse industries within the Free State .
• You will be part of a supportive and innovative work environment, contributing to impactful customer-centric initiatives.
• Our client invests in employee growth through training programs and by encouraging participation in industry events.