Senior Manager - Customer Experience

Mediclinic International; Stellenbosch; On-site; ZAR 60 000 - 80 000; Full time

Job summary

A healthcare organization in Stellenbosch is seeking a Customer Experience Manager to lead the development and implementation of customer experience strategies. The ideal candidate will have 8-10 years of experience in customer experience or marketing roles and relevant educational qualifications. Key responsibilities include directing customer journey improvements and establishing Voice-of-Customer initiatives to enhance client satisfaction and loyalty. Competitive salary and benefits are offered, in alignment with South Africa’s employment equity plan.

Qualifications

• Bachelor's degree in a relevant field is essential.
• Minimum 8–10 years of experience in leadership roles.
• Strong understanding of customer experience frameworks.

Responsibilities

• Lead the development of customer experience strategy.
• Establish Voice-of-Customer programmes.
• Oversee customer journey mapping and improvement initiatives.

Skills

Customer Experience Management principles

Service design

Data analytics

Communication skills

Team leadership

Change management

Project management

Education

Bachelor’s degree in Marketing, Business Management, Communication

Postgraduate certification in Customer Experience

Postgraduate degree in Marketing

Tools

CRM systems

Digital engagement platforms

Job description

Choose how often (in days) you want to receive a notification:

Mediclinic Southern Africa Corporate Office| Stellenbosch | South Africa

Closing date: 14/01/2026
Number of positions: 1
Recruiter name: Fiona Simone Anderson
Reference number: 65967
Workplace Type:[[cust_WorkplaceType]]
Permanent

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

To drive customer-centric marketing by leading the design, implementation, and continuous improvement of the organisation’s customer experience strategy across all healthcare touchpoints. The role ensures that patient and client interactions align with the organisation’s brand promise, enhance satisfaction, and support long-term loyalty.

The role ensures seamless, personalized & empathic interactions that build trust, enhance satisfaction and drive long-term customer loyalty through a holistic Voice of Customer approach.

REQUIRED EDUCATION

ESSENTIAL EDUCATION

ESSENTIAL EDUCATION

• Bachelor’s degree in Marketing, Business Management, Communication, or related field.
• Postgraduate certification in Customer Experience, Service Design, or Business Administration.

DESIRED EDUCATION

• Postgraduate degree in Marketing, Customer Experience Management, or related discipline.

REQUIRED EXPERIENCE

ESSENTIAL EXPERIENCE

• Minimum 8–10 years in customer experience, service design, or marketing leadership roles.
• Experience in stakeholder engagement.
• Solid understanding of healthcare or service-driven industries

DESIRED EXPERIENCE

• Experience with digital health tools, CRM systems, and client engagement platforms.
• Demonstrated ability to lead transformation programmes focused on customer/client experience.

KEY RESPONSIBILITY AREAS

Customer Experience Strategy: Lead the development and implementation of a customer experience strategy aligned with business and marketing goals.

Voice-of-Customer: Lead the establishment and scaling of Voice-of-Customer programmes to capture feedback continuously and ensure insights are actioned to drive tangible improvements. Ensure cross-functional collaboration and alignment across departments to embed customer-centric approaches.

Customer Journey Design & Improvement: Oversee customer journey mapping and insights, including identifying pain points and moments of truth using quantitative and qualitative insights. Lead customer journey improvement initiatives across key service lines.

Customer Insight & Analytics: Oversee measurement frameworks and provide insights to inform decision-making and performance reporting. This includes data analysis, persona development, and insight generation activities.

Compliance, Governance & Risk: Ensure customer experience practices comply with healthcare regulations, POPIA, and organisational governance requirements.

REQUIRED JOB SKILLS AND KNOWLEDGE

• Customer Experience Management principles and frameworks
• Service design and customer journey mapping
• Data analytics and insight generation (NPS, CSAT, VOC tools)
• Communication and stakeholder management
• Team leadership and people development
• Presentation and report writing
• Change management and cultural transformation
• CRM systems and digital engagement platforms
• Financial and business acumen (budgeting, ROI on CX initiatives)
• Knowledge of regulatory and compliance requirements (e.g., POPIA, healthcare standards)
• Project Management methodologies

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

Become a part of our Talent Community and we will get in touch with you as soon as there is a relevant opening that fits your skills, interests and experience.