National Customer Experience Manager

As the National Customer Experience Manager based in Johannesburg, you will report directly to the Group Executive Committee. In this pivotal role, you will develop and execute comprehensive customer experience strategies across multiple business units, ensuring high-quality service delivery across all member, employer, trustee, and intermediary touchpoints. Key Responsibilities Develop and execute customer experience strategies aligned with business objectives across all business units. Drive customer-centric initiatives to enhance member, employer, trustee, and intermediary experiences, focusing on retention and retirement outcomes. Analyze customer feedback, surveys, complaints, and operational data to identify trends and actionable insights. Monitor and report on key metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer retention, and service level performance. Monitor and improve service delivery across member servicing, the call centre, adminis...