Head of Customer Experience
- The Unlimited
- KwaZulu-Natal, South Africa
- ZAR 900,000 – ZAR 1,300,000
We're on the hunt for a Head of Customer Experience. At @The Unlimited, we're looking for a customer-focused leader who can shape how we show up for our customers at every stage of their journey. This role is about setting the customer experience strategy, defining clear standards and ensuring our internal teams and delivery partners consistently deliver on our brand promise. If you're passionate about turning customer insight into meaningful action and creating experiences that build trust, loyalty and retention, we’re eager to learn more about you!
As Head of Customer Experience, you'll act as the voice of the customer across the business, using customer insights, NPS and CSAT data to identify opportunities for improvement and influence change. You'll work closely with leaders, Customer Care teams, outsourced partners and third-party providers to elevate customer experiences across service, retention, claims and fulfilment.
To thrive in this role, you'll need:
- Proven experience in Customer Experience, Customer Operations or Customer Care leadership
- Strong experience setting service standards and driving accountability across internal and outsourced teams
- Deep understanding of customer journeys, NPS, CSAT, retention and service quality frameworks
- A data-driven mindset with a passion for leveraging AI and technology to improve customer outcomes
We'd love to hear from you!
Skills
- Customer Experience Strategy
- NPS and CSAT Analysis
- Customer Journey Mapping
- Service Standards Development
- Vendor Management
- Data-Driven Decision Making
- AI and Technology Adoption
