Team Lead - Player Journey

Betway Africa; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Betway Africa is seeking a Team Lead Customer Experience Management in Johannesburg to lead a team focused on removing barriers in the customer journey and delivering innovative improvements.

You will mentor analysts, collaborate with cross-functional teams, measure impact against key metrics, and report findings to senior stakeholders.

This role requires trust and honesty, background checks apply, and there is an opportunity to grow within our talent development programme.

Qualifications

• Leading and supporting the Customer Experience Management team to identify barriers to customer experiences.
• Designing innovative solutions to fix identified obstacles.
• Measuring impact of changes against metrics and reporting to senior stakeholders.
• Collaborating with cross-functional teams to ensure customer needs are represented.

Responsibilities

• Root Cause Analysis: The Team Lead Customer Experience Management supports their team who is responsible for identifying barriers and obstacles that prevent the best possible customer experiences and then design innovative solutions to fix them.
• Collaboration: This role works with a variety of teams across the organisation to share ideas to improve customer experience.
• Continuous Improvement: The Team Lead Customer Experience Management ensures the team has ownership and responsibility for delivering improvements and provides feedback.

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Root Cause Analysis

The Team Lead Customer Experience Management supports their team who is responsible for identifying barriers and obstacles that prevent the best possible customer experiences and then design innovative solutions to fix them.

Reporting

The Team Lead Customer Experience Management measures the impact of the changes that they and their team recommended. This is done in order to ensure customers experience the benefit of the service improvements. The results are measured against the relevant metrics and reported on to senior stakeholders.

Collaboration

This role works with a variety of teams across the organisation to share ideas to improve customer experience. When changes are being developed, the Team Lead Customer Experience Management ensures that the Customer Experience Analysts are accurately representing customers' needs and desires.

Continuous Improvement

The Team Lead Customer Experience Management ensures the Customer Experience team has ownership and responsibility for delivering improvements on behalf of customers. They also give feedback on these improvements.

The Team Lead Customer Experience Management, through their team, builds wider cross-functional teams whose goal is to identify opportunities and implement changes that can be made to improve journeys.

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

The perfect place to work, play and grow!