Team Lead - Player Journey
Betway Africa · Johannesburg, Gauteng
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- 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.