Senior CX Strategist: Journey & Loyalty Architect (Hybrid)

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

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.