Head of Digital Customer Experience (E-Branch) - Cape Town

Talent Evolution Ltd; South Africa; On-site; ZAR 500 000 - 600 000; Full time

Job summary

An innovative firm is seeking a visionary Head of Digital Customer Experience to lead the transformation of customer engagement in a digital-first landscape. This role is perfect for an entrepreneurial leader who thrives on building impactful digital journeys and driving customer satisfaction through technology and insight. You will shape the digital strategy, manage a high-performing team, and collaborate with cross-functional partners to implement cutting-edge solutions. If you are passionate about creating exceptional customer experiences and ready to take ownership of digital initiatives, this is the opportunity for you.

Qualifications

• Proven experience in digital transformation and customer experience.
• Strong leadership skills with a focus on strategy development.

Responsibilities

• Lead digital adoption strategy to enhance user activation and retention.
• Champion emerging technologies and oversee digital campaigns.

Skills

Digital Transformation Leadership

Customer Experience Strategy

Digital Marketing

Team Management

Project Management

Strategic Thinking

Analytical Skills

AI-based Communication Tools

SEO Strategies

Education

Relevant Tertiary Qualification in Digital Strategy

Qualification in Marketing or Business

Tools

Digital Analytics Framework

SQL

Job description

Job Purpose:The Head of Digital Customer Experience (E-Branch) will lead the evolution of customer engagement in a rapidly transforming, digital-first environment. This role is suited for a visionary leader who thrives in building and scaling impactful digital journeys from the ground up—someone who is entrepreneurial, resourceful, and ready to take ownership of crafting best-in-class digital experiences.
This individual will be at the forefront of reimagining how customers interact through digital platforms, driving measurable engagement and retention outcomes through a blend of innovation, technology, and customer insight.

Key Responsibilities:

Strategic Leadership

• Lead digital adoption strategy, increasing user activation, retention, and satisfaction across digital platforms.
• Shape and implement the digital transformation roadmap in partnership with cross-functional teams.
• Influence operational strategy in the Joint Operations Centre, linking digital tools to performance-driven collections and communication.
• Develop and maintain a digital analytics framework for measuring channel performance and identifying opportunities for optimization.

Innovation & Digital Execution

• Champion emerging technologies, tools, and methodologies to stay ahead of digital trends.
• Collaborate with IT and data teams to evolve digital channels (e.g., WhatsApp, email, SMS) and deliver personalized experiences.
• Use AI and automation to improve communication efficiency and customer journey effectiveness.
• Implement SEO and visibility strategies to maximize reach and engagement.

Team & Vendor Management

• Build and manage a high-performing digital team committed to driving engagement and conversion.
• Oversee execution of high-impact digital campaigns with targeted, data-informed messaging.
• Manage relationships with digital vendors, ensuring aligned goals and optimal performance.
• Establish continuous feedback loops for testing, learning, and optimizing all digital initiatives.

Requirements:

• Proven experience in leading digital transformation, preferably in a fast-growing or start-up-like environment.
• Background in customer experience, digital marketing, or consulting with a focus on strategy development and execution.
• Experience managing teams and projects that blend marketing, data, and tech functions.
• Technical knowledge of digital systems, analytics, and AI-based communication tools.
• Working knowledge of SQL is advantageous.
• Relevant tertiary qualification in digital strategy, marketing, business, or related fields.

Key Attributes:

• Entrepreneurial mindset—excited to build and own projects from the ground up.
• Strong strategic thinking and the ability to translate vision into executable outcomes.
• Comfortable in fast-paced, performance-driven environments.
• Leadership presence with a collaborative, hands-on approach.
• Not too embedded in large corporate structures—prefers a dynamic, agile workplace.
• Innovative, forward-thinking, and passionate about creating excellent customer experiences.
• Highly resilient, focused on delivering outcomes under pressure.