Head Group Customer Experience

The Head of Customer Experience, (HCE) will lead in establishing a Customer Experience function that promotes and embeds a culture of customer centricity and a discipline of after sales customer feedback and support across the Group. The HCE will lead on customer experience strategy, be accountable for all KPIs across our customer journey (shaping the end-to-end experience) and take responsibility for planning, developing and managing processes especially average loan & deposit processing time to drive better experience,

Reporting to the Group Executive- Marketing and Customer Experience, success in role will require a professional strong marketer passionate about customer experience, Customer feedback, operational processes and lifecycle management, with expertise in multi /omni- channel marketing and Operational acumen who will review current customer journeys, develop customer nurturing programs and after sales Call Centre culture to transform the customer culture and translate Letshego long term institutional strength (FASTest loan service) into Pan-African value proposition.

1.Define the appropriate customer experience blueprint and strategy to address current and future customer needs across the different geographies in the Group and connect +business outputs to customer value.
2.Collaboratively work with cross-functional teams in country and at group (esp. Channels, Sales, Operations, Marketing and Analytics) to understand clients’ insights and ensure that these are fed back into the customer experience strategy.
3.Drive the business to design its operations and business processes around customers and to adopt a customer centric culture.
4.Obtain actionable data and information through staff discussions, market research, customer feedback surveys, voice of the customer initiatives, needs and behaviors analysis and analytics and design experience/service blueprints of every customer interaction and touch points aiming to meet and exceed customer expectations.
5.Assist the countries implement after sales customer service process and use feedback in designing and implementation of customer experience matrix /Blue print based on customer insights in terms of perceived value, emotions and personal context to deliver a enhanced customer experience.
6.Create appropriate tools to measure customer satisfaction and rate customer experience.
7.Perform end-to-end auditing of customer experience delivery across the various countries in the group and assist the countries in implementing business processes and experience/service blue prints/ CX matrix/framework across all channels and customer touch points by unpacking customer needs, behaviours, perceived customer efforts, moments of truth and potential friction.
8.Drive revenue through business process review, standardization and optimization of customer processes including the use of traditional (Call centres), new and emerging channels (WhatsApp, Messenger, etc.) related across the group.
9.Owning preparation of the Group’s customer experience budgets and expense forecasts. 

Qualifications
1.University degree in Business Administration, Economics or Marketing.
2.MBA is an added advantage.

Experience
1.A minimum of 10 years successful experience in a Channel /Sales/ Marketing function in a multi-country setting in Africa within the financial services, retail banking, FMCG, telecom or beverage industries with P&L responsibilities.
2.Experience in working with and delivering results through various channels, including both face-to-face and electronic media interactions. 
3.Experience with designing and implementing marketing plans at multi country level.
4.Possession of clear thought and expression, both verbal and written, together with the ability to mix and converse freely with all levels of management, including at Board level and both internal as well as external. Interaction will also be at a high level with professional service providers, ratings agencies and with regulators.