Head of Customer Success & Experience

King Price Insurance Company Ltd; Pretoria; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

King Price Insurance is looking for a manager, customer success to own the end-to-end client service experience across claims, complaints, digital channels and intermediary servicing. You will lead the complaints function as a control function, driving remediation and root-cause fixes at source.

You will oversee complaints allocation, quality assurance, escalation management, and alignment with business owners to improve customer outcomes.

Qualifications

• 3+ years in investigative, operational or leadership roles.
• Proven ability to lead teams and deliver outcomes.
• Experience running multi-stakeholder projects to completion.
• Commercial orientation including revenue retention or growth.
• Strong written and verbal communication with senior stakeholders.

Responsibilities

• Lead complaints and customer success teams, with performance management.
• Operate complaints as a control function: allocation, QA, turnaround, escalation.
• Investigate trends, identify root causes, and drive remediation.
• Own client experience standards across service touchpoints and monitor with feedback.
• Manage Ombud relationships and reporting; oversee formal conversions.
• Deliver end-to-end improvement projects with business case and benefits tracking.
• Design operating procedures, service standards and reporting.
• Drive retention and savings by linking quality to outcomes.
• Report to Head of Legal and governance forums on risks and progress.

Skills

Leadership

Root-cause analysis

Project management

Stakeholder management

Strong communication

Education

Tertiary qualification

Job description

King Price Insurance is looking for a manager, customer success to own the end-to-end client service experience across claims, complaints, digital channels and intermediary servicing. You will lead the complaints function as a control function, driving remediation and root-cause fixes at source.

You will oversee complaints allocation, quality assurance, escalation management, and alignment with business owners to improve customer outcomes.