Senior Customer Experience Specialist - Sandton

Placements24; Sandton; Hybrid; ZAR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Hybrid working arrangements

Paid time off

Professional development

Retirement plan

Bonuses

Job summary

Placements24 in Sandton, Gauteng is seeking a Senior Customer Experience Specialist to shape and elevate the customer journey. The role blends in-person collaboration with remote work to drive service excellence and loyalty across touchpoints.

The ideal candidate will leverage data to advocate for customers, influence stakeholders, and implement initiatives that enhance satisfaction and retention.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology or related field; Master's degree is a plus.
• Minimum of 5 years experience in customer experience or related strategic role.
• Proven ability to analyze customer data and translate insights into actions.
• Excellent communication, presentation and interpersonal skills.

Responsibilities

• Analyze customer journey touchpoints to identify areas for improvement and innovation.
• Develop and implement customer experience strategies aligned with business objectives.
• Gather and interpret customer feedback from surveys, reviews and direct interactions.
• Translate customer insights into actionable recommendations for product, service and process enhancements.
• Collaborate with marketing, sales, product and support to ensure a consistent CX.
• Develop and maintain customer journey maps and related documentation.
• Monitor CX metrics (NPS, CSAT, CES) and report on performance.
• Champion customer-centric initiatives across the organization.
• Research industry best practices and emerging CX trends.
• Design and deliver training to enhance customer service skills across teams.

Skills

Analytical thinking

Communication skills

Interpersonal skills

Stakeholder influence

Journey mapping

User research

Feedback analysis

Strategic thinking

Creative mindset

Education

Bachelor's degree in Marketing

Bachelor's degree in Business

Bachelor's degree in Psychology

Master's degree (advantage)

Job description

About the Role

Our client is seeking a strategic and innovative Senior Customer Experience Specialist to join their team in the vibrant hub of Sandton, Gauteng . This role is pivotal in shaping and enhancing the overall customer journey, ensuring every interaction is seamless, positive, and memorable. The ideal candidate will possess a deep understanding of customer behavior, a passion for service excellence, and a proven ability to drive impactful changes. You will be responsible for analyzing customer feedback, identifying key touchpoints, and developing initiatives to improve satisfaction, loyalty, and retention. This hybrid role offers the flexibility to collaborate in person and work remotely, contributing to a modern and efficient work culture. We are looking for a proactive individual who can leverage data and insights to advocate for the customer and inspire the organization. This is an exceptional opportunity to influence customer strategy at a senior level and contribute to the success of a forward-thinking company.

Key Responsibilities

• Analyze customer journey touchpoints to identify areas for improvement and innovation.
• Develop and implement customer experience strategies aligned with business objectives.
• Gather and interpret customer feedback from various channels (surveys, reviews, direct interactions).
• Translate customer insights into actionable recommendations for product, service, and process enhancements.
• Collaborate with cross-functional teams (marketing, sales, product, support) to ensure a consistent and positive customer experience.
• Develop and maintain customer journey maps and related documentation.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
• Champion customer-centric initiatives throughout the organization.
• Research industry best practices and emerging trends in customer experience management.
• Design and deliver training programs to enhance customer service skills across teams.

Requirements

Bachelor's degree in Marketing, Business, Psychology, or a related field. Master's degree is a plus. Minimum of 5 years of experience in customer experience, customer success, or a related strategic role. Proven track record of developing and implementing successful customer experience initiatives. Strong analytical skills with the ability to interpret complex data and derive actionable insights. Excellent communication, presentation, and interpersonal skills. Proficiency in customer experience management tools and methodologies. Experience with journey mapping, user research, and feedback analysis. Ability to influence stakeholders at all levels of the organization. Strategic thinker with a creative and results-oriented approach. Experience working within the Sandton, Gauteng business ecosystem is advantageous.

Benefits

Our client offers a highly competitive salary package, reflecting the seniority and impact of this role. Comprehensive health and wellness benefits, including medical, dental, and vision coverage, are provided. Flexible hybrid working arrangements support a balanced lifestyle. Generous paid time off and company holidays ensure ample rest. Opportunities for continuous professional development, including advanced certifications and conferences, are available. A dynamic and innovative work environment encourages collaboration and creativity. Retirement savings plan contributions are offered. Performance-based bonuses are awarded for significant contributions. Access to cutting-edge CX technology and resources. This position provides a significant platform for career growth and leadership within the customer experience domain.