Head Customer Experience

Key Performance Areas

Customer Experience

• Lead and manage the contact centre Service Level Agreement and governance requirements.
• Lead the identification of customer trends and the establishment of a matrix to measure proactive steps to maintain positive experiences.
• Ensure quality control of all claims process outputs as it pertains to customer satisfaction and delivery of services.
• Act as a customer advocate within the organization, representing the voice of the customer and driving customer-centric decision-making.
• Provide guidance on the streamlining and optimization of customer-facing processes and workflows to eliminate bottlenecks, reduce customer effort, and enhance efficiency.
• Lead the mapping out of customer journey to identify pain points, areas for improvement, and opportunities to enhance customer satisfaction at each touchpoint.

Lead and Direct Complaints Management

• Lead and direct the management, implementation, monitoring and efficient resolution of queries and complaints received by RAF.
• Provide guidance on the investigation of relevant complaints and queries with the relevant business units.
• Drive different channels to be utilised in the gathering and analysis of data to deliver appropriate resolution to claimants queries and complaints.

Continuous Improvement

• Ensure that there is continuous customer experience and enhancements for improvements.
• Stay updated with industry trends, best practices, and emerging technologies related to customer experience management.
• Drive the identification of innovative solutions and strategies to enhance the overall customer experience.

Strategy Development and Operational Planning

• Lead the development of strategies to enhance the customer experience, satisfaction and aligning them with the RAF's overall goals and objectives.
• Lead the achievement of specific key performance indicators and measures against outcomes detailed in the departmental strategic plans as set out by the Executive.
• Provide strategic input into the plan of the current and future interventions necessary to achieve acceptable levels and standards of the RAF strategy and operational plans to the Executive forum.

Reporting

• Drive the utilisation of customer data and analytics tools to track key performance indicators KPIs, measure customer satisfaction.
• Lead the development of functional reporting systems, for management, project or performance reporting.

Stakeholder Management

• Collaborate with different departments to align customer experience initiatives and ensure a consistent and seamless experience across all touchpoints.
• Ensure that the mandate of the organization is cascaded down to employees within the department.

Financial Management

• Provide strategic input into annual planning and budget development to support strategic operational goals.
• Ensure that the periodic financial and strategic goals of RAF as well as the performance expectations of the various teams within are achieved.
• Responsible for reporting and reviewing of peoples financial and non-financial goals.
• Ensure sufficient internal control measures are implemented for adherence to PFMA, RAF and other relevant legislation and regulation.
• Manage, monitor and control the sub division expenses budget.

People Management

• Ensure the sourcing, development and retention of a high-performance team.
• Oversee the implementation of human capital processes and procedures to control/ regulate workplace conflict and/ or institute corrective measures and consultation processes to address deviations from standards.

Qualifications and Experience

• Bachelor's Degree/Advanced Diploma in Business Administration/ Business Management /Customer Experience related qualification.
• Post graduate qualification in Business Administration/ Business Management/ Customer Experience related qualification.

The following Certifications will be an added advantage

• ACXP Accredited Customer Experience Professional advantageous.
• ACXM Accredited Customer Experience Master advantageous.
• Relevant 10-12 years in a Client Support environment of which 5 five years must have been on a Senior Management level.
• Experience in customer experience management, including measurement, customer insights and understanding and customer experience strategy.

Technical and behavioral competencies required

• Strategic capability.
• Results orientation.
• Business and Financial Acumen.
• Compliance and Governance.
• Leadership Agility.
• Change Management.
• Conflict management.
• Critical and Innovative Thinking.
• People management.
• Policy Conceptualization and formulation.
• Risk management.
• Reporting.
• Knowledge of client relationship management CRM software/systems.
• Knowledge on Customer Experience business case development.
• Advanced customer experience modelling and analytics.
• Excellent communication and conflict handling skills as well as good stakeholder and interpersonal relation.

Job Posting End Date: 11 Sep 2026