Head of Customer Experience & Journey Innovation

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

Job summary

The Unlimited is seeking a Head of Customer Experience to lead our customer-focused journey across all touchpoints. You will shape the CX strategy, set clear standards, and ensure internal teams and partners deliver on our brand promise.

You’ll turn customer insights into action, building trust, loyalty and retention. As the voice of the customer, you’ll use NPS and CSAT data to identify opportunities for improvement and influence change.

Qualifications

• Proven leadership in CX or Customer Care roles.
• Strong ability to set service standards and drive accountability across teams.

Responsibilities

• Define and implement the customer experience strategy and standards.
• Partner with internal teams, delivery partners and vendors to improve journeys and outcomes.

Skills

CX Leadership

NPS/CSAT

Data-driven mindset

Job description

The Unlimited is seeking a Head of Customer Experience to lead our customer-focused journey across all touchpoints. You will shape the CX strategy, set clear standards, and ensure internal teams and partners deliver on our brand promise.

You’ll turn customer insights into action, building trust, loyalty and retention. As the voice of the customer, you’ll use NPS and CSAT data to identify opportunities for improvement and influence change.