Head of Customer Experience

The Unlimited; Durban; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

The Unlimited is seeking a Head of Customer Experience to shape the customer journey and set clear experience standards across internal teams and delivery partners.

You will turn customer insights into meaningful action, using NPS and CSAT data to identify opportunities for improvement and influence change, elevating service, retention and loyalty.

This role emphasizes a data-driven mindset and collaboration with leaders across the business to deliver on the brand promise.

Qualifications

• Proven experience in Customer Experience, Customer Operations or Customer Care leadership
• Strong experience setting service standards and driving accountability across internal and outsourced teams
• Deep understanding of customer journeys, NPS, CSAT, retention and service quality frameworks
• A data-driven mindset with a passion for leveraging AI and technology to improve customer outcomes

Skills

CX leadership

Customer Ops

Service standards

NPS/CSAT data

Job description

We're on the hunt for a Head of Customer Experience.

At @The Unlimited, we're looking for a customer-focused leader who can shape how we show up for our customers at every stage of their journey. This role is about setting the customer experience strategy, defining clear standards and ensuring our internal teams and delivery partners consistently deliver on our brand promise. If you're passionate about turning customer insight into meaningful action and creating experiences that build trust, loyalty and retention, we’re eager to learn more about you!

As Head of Customer Experience, you'll act as the voice of the customer across the business, using customer insights, NPS and CSAT data to identify opportunities for improvement and influence change. You'll work closely with leaders, Customer Care teams, outsourced partners and third-party providers to elevate customer experiences across service, retention, claims and fulfilment.

• Proven experience in Customer Experience, Customer Operations or Customer Care leadership
• Strong experience setting service standards and driving accountability across internal and outsourced teams
• Deep understanding of customer journeys, NPS, CSAT, retention and service quality frameworks
• A data-driven mindset with a passion for leveraging AI and technology to improve customer outcomes