Director, Customer Experience (JR-0023893)

CX Strategy & Leadership:

• Assist the CSO to develop and drive the execution of a comprehensive CX strategy that enhances customer satisfaction, loyalty, and advocacy.

• Champion the voice of the customer across the organization, embedding CX principles into business planning and decision-making.

Customer Journey Optimization

• Map and analyze end-to-end customer journeys to identify pain points and opportunities for improvement.

• Lead cross-functional initiatives to redesign journeys that deliver improved customer experience.

Customer communication & engagement

• Propose and execute customer communication policy and standards, ensuring consistent messaging across digital, in-person, and service channels.

• Oversees the implementation of internal and external customer communication protocols.

• Plays a central role in launching and managing customer engagement campaigns, collaborating with marketing and distributions to ensue visibility/effectiveness of campaigns.

CX Measurement & Insights

• Own the Net Promoter Score (NPS) framework and other CX metrics, ensuring robust measurement and actionable insights.

• Deploys platforms that capture the voice of the customer (VoC) and using insights to improve communication and engagement

QUALIFICATIONS / EXPERIENCE

• University Degree in a business related discipline. Post-graduate qualifications/high degree is an advantage.

• Minimum 5+ years of experience in leading customer experience, preferably in insurance or financial services.

• Proven track record in leading CX transformation initiatives with cross-functional teams.

• Entrepreneurial mindset with a passion for innovation and customer advocacy.

KNOWLEDGE & TECHNICAL SKILLS

• Strong analytical skills: ability to ttranslate customer insights into actionable strategies and actions.

• Strategic thinking: ability to embed customer principles into overall business planning.

• Excellent communication, both speaking and writing.

• Strong leadership, negotiation and influencing skills, with the ability to connect and drive collaboration across the organization.