CX Strategy & Insights Executive

Massmart; City of Johannesburg Metropolitan Municipality; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A retail company in Johannesburg seeks an Executive for Customer Insights & Experience Management to define and embed CX strategies across the enterprise. The ideal candidate will lead the CX strategy, ensuring measurable customer journeys, provide governance for customer-related functions, and collaborate across teams to enhance operational readiness. Candidates should possess extensive experience in customer insights, strong strategic oversight capabilities, and relevant qualifications.

Qualifications

• 10+ years in customer insights/CX/service operations.
• 5+ years in a senior manager role overseeing CX strategies.
• Experience with digital tools (AI, CRM systems) for customer journeys.

Responsibilities

• Define and lead enterprise-wide CX strategy.
• Develop CX goals and scorecards aligned with KPIs.
• Provide governance across Customer Care and Fulfilment.

Skills

Customer feedback integration

Cross-functional collaboration

Data analysis skills

Strategic oversight

Risk management

Education

Honours degree / Postgraduate Diploma in Business/Marketing/Customer Strategy/Behavioural Science

Master’s Degree

Tools

Qualtrics

Power BI

Salesforce Service Cloud

Job description

A retail company in Johannesburg seeks an Executive for Customer Insights & Experience Management to define and embed CX strategies across the enterprise. The ideal candidate will lead the CX strategy, ensuring measurable customer journeys, provide governance for customer-related functions, and collaborate across teams to enhance operational readiness. Candidates should possess extensive experience in customer insights, strong strategic oversight capabilities, and relevant qualifications.