CX Transformation Lead: Strategy & Journey Design

Placements24; Bloemfontein; Híbrido; ZAR 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Medical aid

Retirement benefits

Professional development opportunities

Industry events

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

CX strategy

Data analytics

Project management

Stakeholder influence

Communication

Educación

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

Herramientas

CRM systems

CX platforms

Descripción del empleo

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.