Executive: Customer Insights and Experience Management

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

The Executive: Customer Insights & Experience Management is accountable for defining and embedding Massmart’s customer experience (CX) and insights strategy across the enterprise in support of our Trust ambitions, ensuring that customer journeys are consistently measured, understood, and optimised whilst translating customer expectations into actionable priorities that build loyalty, and drive commercial performance. The role is also expected to provide strategic oversight, governance, reporting, and risk management for all customer care, promise, fulfilment, returns, and experience functions as well as embedding a unified, data-led approach and partnering across functions (Product, Tech, Supply Chain, Stores, Marketplace, and Walmart Global), to ensure fact-based decision-making, operational readiness, and measurable improvement in customer outcomes.

Responsibilities

Customer Experience Strategy and Leadership

• Define and lead the enterprise-wide CX strategy aligned to Massmart’s transformation goals and omnichannel aspirations.
• Translate customer expectations into enterprise priorities, ensuring they inform product, fulfilment, and service design.
• Develop CX goals, standards, and scorecards that align to enterprise KPIs.
• Oversee execution of a unified customer journey framework, ensuring touchpoints are aligned and consistently managed.
• Act as the CX ambassador in executive forums, ensuring the customer lens is embedded in strategic and operational decisions.

Customer Insights and Voice of Customer (VoC) Integration

• Oversee design and execution of VoC programs (NPS, CSAT, complaints analysis, diagnostics, customer verbatims).
• Ensure customer sentiment and behavioural data are embedded into planning, prioritisation, and service improvement cycles.
• Lead root cause exploration of systemic customer pain points and drive enterprise-wide corrective actions.
• Partner with Data & Analytics and Tech to integrate VoC with operational and commercial data for deeper insights.
• Develop partnerships to enrich insights through Market intelligence and research capabilities.
• Translate insights into executive-ready recommendations to inform decision-making.
• Ensure a continuous feedback loop from customer to Exco/Board.

Operational Oversight and Governance of CX Delivery

• Provide leadership and governance across Customer Care, Customer Promise, Fulfilment, Returns, Repairs, and CX Support.
• Ensure service levels, customer KPIs, and escalation frameworks are consistently applied.
• Oversee risk registers and issue resolution processes, escalating systemic risks into transformation or risk governance forums.
• Facilitate operational readiness for peak seasons, campaigns, and launches, ensuring customer trust is protected.
• Drive adoption of automation and AI to reduce friction, enable self-service, and improve response times.

Cross-Functional Influence and Stakeholder Management

• Serve as the primary interface between the Customer Experience function and internal teams, including Fulfilment, Product, Tech, Stores, Supply Chain, and Marketplace.
• Influence senior leaders to embed CX principles into their team strategies and actions.
• Actively participate in business transformation projects to ensure customer outcomes are protected or enhanced.
• Lead CX forums or working groups that track cross-functional commitments and alignment.
• Communicate impact and trade-offs of decisions on customer journeys to support transparent and intentional design.
• Build strong, trust-based relationships with executive stakeholders across the organisation.

Governance, Measurement, Reporting and Risk Management

• Define and maintain a robust CX measurement and reporting framework across operational, perceptual, and behavioural indicators.
• Oversee development of CX dashboards, diagnostics, and executive summaries to support business and strategic decisions.
• Facilitate monthly and quarterly performance reviews with Exco and business units, tracking progress against CX KPIs.
• Ensure compliance with regulatory, reputational, and risk standards relating to customer engagement.
• Own the CX risk register, ensuring risks are logged, monitored, and mitigated proactively.
• Lead reporting on customer journey health, ROI of CX initiatives, and VoC adoption.

People Management

• Enable a culture of accountability, agility, high performance, collaboration of customer focus, and results orientation within and across teams and business.
• With the understanding of talent management processes, ensure the sourcing, development, cohesion, coaching, motivation, and retention of a high-performance team.
• Implement HR processes and procedures to regulate workplace conflict and/or institute corrective measures and consultation processes to address deviations from standards and ensure that performance goals are met.
• Ensure that controllership strategic goals are correctly cascaded to the team, both collectively and individually.
• Ensure the team effectively leverages Walmart resources, toolkits, and frameworks in their daily work and actively builds capability within the People Partners community and business.

Minimum Requirements

Qualifications

• Honours degree / Postgraduate Diploma in Business/ Marketing/ Customer Strategy/ Behavioural Science-related qualification.
• Master’s Degree advantageous.
• Professional certifications in Customer Experience (e.g., CCXP – Certified Customer Experience Professional)/ Service Design / Voice of Customer methodologies advantageous.

Experience

• 10+ years of progressive experience overseeing customer insights/ CX/ service operations, of which 5 years must have been at a senior manager level with a proven track record in designing and executing enterprise-wide customer experience strategies in complex, federated, or matrixed organisations.
• Experience working with digital tools and automation (AI, self-service platforms, CRM systems) to improve customer journeys.

Competencies

• Shapes and embeds enterprise-wide CX strategy.
• Skilled in embedding customer feedback loops into governance and decision-making.
• Aligns diverse functions around customer priorities.
• Strong in frameworks, dashboards, and risk oversight.
• Combines VoC with operational and commercial data.
• Clear, persuasive storyteller with impact at Exco/Board level.
• Tackles systemic issues with practical, sustainable solutions.
• Operates effectively in matrixed and federated environments.
• Builds and develops senior leaders and managers.
• Champions new approaches and technologies to improve customer ease and loyalty.

Technical Skills

• CX and VoC Tools: NPS/CSAT platforms, Qualtrics, Medallia, survey platforms.
• BI and Reporting Tools: Power BI, Tableau, or equivalent.
• Customer Journey Mapping and Service Design methodologies.
• Risk and Compliance Frameworks (regulatory adherence, reputational risk).
• Performance Measurement Frameworks (CX scorecards, balanced scorecard).
• CRM & Care Platforms: Salesforce Service Cloud, Zendesk, Genesys, or equivalent.
• Change and Transformation Tools: Agile, Design Thinking, Lean CX.

“Employment Equity Policy Requirements may be applicable”

Massmart is an equal opportunity employer and encourages all people including people with disabilities to apply for the role. Due to the volume of applications we receive, should you not hear from us within 14 days of your application, kindly consider your application unsuccessful.

Massmart requires the following information in your CV: Contact details (email and contact number); Full name; Date of birth; Race; Gender; Disability status; Location (Current city/town of residence); Qualifications and training; Work experience; Memberships (if any); Personal and technical skills, including computer literacy.

By responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Proprietary Limited and all its subsidiaries and affiliated companies (“Massmart”) to process your personal information to consider your application for this position. All personal information that you provide to the Company will be used and/or retained only for the purposes for which it is collected, thereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to retain such information for an extended period.