Enterprise Customer Experience Leader: Journeys & Insights

Santam Insurance

Cape Town

Hybrid

ZAR 900,000 - 1,500,000

Full time

14 days+

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Job summary

Santam is seeking a seasoned Customer Experience Manager to lead enterprise-wide CX initiatives from Cape Town or Johannesburg. You will drive journey mapping, VoX programmes, customer analytics and insight-led interventions across the group to improve satisfaction and advocacy.

In this role you will partner with senior leaders and external providers to translate insights into strategic improvements, establish governance, and deliver measurable impact on customer outcomes and business

Qualifications

Matric
Bachelor's Degree in Marketing, Business Management, Economics, Psychology, Research or Related Business Discipline
MBA or relevant postgraduate qualification; CX certifications, Journey Mapping certification, Research and Analytics qualifications preferred
Minimum 8 years' experience in CX Strategy, Research and Journey Mapping
Minimum 10 years' experience in customer insights, analytics, reporting and stakeholder engagement
Proven experience delivering CX initiatives at enterprise level
Experience presenting insights to executive and board-level stakeholders
Experience managing Voice of Customer programmes and customer analytics platforms

Responsibilities

Design and manage customer experience strategies to improve satisfaction and loyalty.
Lead end-to-end customer journey mapping across the Santam Group.
Drive Voice of Customer programmes and analytics platforms.
Develop dashboards and monthly/quarterly executive reports.
Influence senior stakeholders to drive customer-centric decisions.
Promote a customer-first culture across the organisation.