Head of Customer Experience

MVIA; Wes-Kaap; On-site; ZAR 1,200,000 - 1,900,000; Full time

Job summary

MVIA in the Southern Suburbs, Cape Town, seeks a Head of Customer Experience to lead and optimise the Group’s end-to-end operations across insurance and non-insurance value-added products. You will align with strategy, ensure regulatory compliance, and drive exceptional client experiences at scale.

This senior role requires strong people management, a focus on excellence, and the ability to deliver high-performance operations across multiple business units.

Qualifications

• Demonstrated leadership of large operational teams.
• Experience delivering scalable, compliant operations.
• Strong focus on service quality and client outcomes.
• Ability to monitor and improve process performance and SLAs.

Responsibilities

• Provide strategic and operational leadership across MVIA Group’s operations.
• Oversee daily operations for efficiency, scalability, and regulatory compliance.
• Direct customer experience outcomes: service quality, turnaround times, customer satisfaction.
• Lead and develop senior managers and cross-functional teams.
• Design, implement and refine operating frameworks and workflows.
• Define and report KPIs, SLAs, and performance metrics at Group level.
• Drive process improvements, automation and systems optimisation.
• Ensure SOPs and internal controls are consistently applied.
• Partner with Compliance, Risk, Finance, IT, Sales and Product teams.
• Identify operational risks and implement mitigation strategies.
• Oversee capacity planning and workforce optimisation.
• Support executive leadership with insights and reporting.
• Lead change management to support growth and transformation.

Skills

Leadership

Operations management

KPIs & performance metrics

Regulatory compliance

Job description

At MVIA we believe in delivering excellence and driving growth together.

Location: Southern Suburbs, Cape Town

MVIA is seeking an accomplished and execution-focused Head of Customer Experience to lead and optimise the Group’s end-to-end operational environment across insurance and non-insurance value-added products. This senior leadership role is suited to a commercially astute leader with strong people management capabilities, a focus on excellence, and a passion for scalable, compliant, high-performance operations.

You will be responsible for directing and overseeing multiple operational functions and teams within the MVIA Group. This includes ensuring alignment with strategic objectives, regulatory requirements, and service excellence standards. The role is critical in enabling growth, improving operational efficiency, and consistently delivering an exceptional client and partner experience.

Key Responsibilities

• Provide strategic and operational leadership across all operational departments within the MVIA Group.
• Oversee daily operations to ensure efficiency, accuracy, scalability, and regulatory compliance.
• Oversee customer experience outcome, including service quality, turnaround times and customer satisfaction.
• Lead, manage, and develop senior managers and operational teams across multiple business units.
• Design, implement, and continuously refine operational frameworks and workflows.
• Define, monitor, and report on operational KPIs, SLAs, and performance metrics at Group level.
• Drive process improvement, automation, and systems optimisation initiatives across the business.
• Ensure consistent application of Standard Operating Procedures (SOPs) and internal controls.
• Partner with Compliance, Risk, Finance, IT, Sales, and Product teams to support strategic execution.
• Identify operational risks and implement mitigation strategies to protect clients, partners, and the business.
• Oversee capacity planning, resource allocation, and workforce optimization.
• Support executive leadership with operational insights, reporting, and decision-making.
• Lead change management initiatives to support growth, transformation, and continuous improvement.