Head of Customer Experience

About the role

Our client, a leading financial services and investment firm in South Africa, is seeking a visionary Head of Customer Experience to drive a client‑centric transformation across its insurance business. The role will shape the client experience strategy, champion the client’s voice, and ensure seamless journeys for both advisors and clients.

Key responsibilities

• Research and assess current and future client experience strategies for retail and institutional propositions.
• Analyse competitor landscapes, customer feedback and data to identify improvement areas, boost retention, reduce churn and generate referrals.
• Act as the ultimate client advocate, building a 360‑degree view of client needs, expectations and perceptions.
• Partner with channel teams, IFAs and business units to redesign processes and ensure a seamless customer journey.
• Establish data capabilities, dashboards and survey tools to measure satisfaction and loyalty, and embed the client voice in technology decisions including AI and machine learning.
• Lead change‑management initiatives to embed a client‑centric culture across all channels and market segments.
• Support internal service teams with information, technology and improved employee experiences to deliver optimal client support.

Required profile

• Relevant university degree; a Master’s degree is highly advantageous.
• Minimum 10 years of experience leading service‑oriented, client‑facing or CX teams with proven impact.
• Demonstrated experience designing and commercialising client experiences and driving cultural change.
• Strong analytical and collaboration skills with a track record of using data to influence decisions.

Required skills

• AI
• Machine learning
• Data analysis