Team Lead, Player Journeys & Customer Experience

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

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.