Description:
- Head of CX
Job Title: Head of Customer Experience (CX)
Location: Cape Town, Platterkloof, South Africa (Hybrid)
Function: Commercial
Role Purpose
The Head of Customer Experience is responsible for the end-to-end management of customer and partner satisfaction across all major virtual product categories – airtime & data , prepaid electricity , vouchers , and bill payments . This role focuses on strategic relationship management with downstream channel partners (e.g., Tier 1 retailers, banks, and large corporate clients ), as well as cross-functional collaboration with Commercialisation, Product, and Operations teams. A key performance outcome is retaining and expanding channel revenue through excellent customer experience .
Key Responsibilities
Area
Responsibility
Partner Experience Management
Own strategic relationships with Tier 1 retailers, financial institutions, and large resellers. Ensure consistent, proactive partner engagement and satisfaction.
Customer Onboarding & Support
Collaborate with Commercialisation to lead experience design for new client onboarding. Define and improve customer journey touchpoints.
Customer Satisfaction & NPS
Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols.
Escalation & SLA Management
Act as point of escalation for key clients. Design and manage SLAs with internal ops & tech to resolve customer-impacting issues.
Cross-functional Enablement
Work with Technology, Product, and Support teams to improve resolution times and partner self-service capabilities.
Voice of Customer (VoC) Program
Institutionalise customer feedback across the organisation to inform product and process improvements.
Customer Experience Strategy
Develop and implement the CX roadmap for upstream partners, aligned with company growth and retention goals.
Key Competencies (SFIA-Aligned)
SFIA Skill
Level
Description
RLMT (Relationship Management)
6
Leads the development of strategic relationships with key clients and partners to drive long-term value.
CUSV (Customer Service Support)
6
Designs and leads the implementation of service frameworks that enhance satisfaction and loyalty.
BSMO (Business Modelling)
5
Maps upstream customer journeys and helps define service value propositions.
QUAS (Quality Assurance)
5
Oversees service quality and ensures partner SLAs are met or exceeded.
METL (Metrics Definition & Use)
6
Defines metrics for tracking satisfaction, engagement, and resolution performance.
RLMT (Stakeholder Relationship Management)
6
Acts as the strategic voice between customers and internal teams.
Experience & Qualifications
- 8+ years in customer experience or client relationship management, preferably in fintech, payments, or telecoms.
- Proven success managing large channel partners or enterprise clients.
- Experience with NPS, CSAT, or CX tools (e.g., Qualtrics, Medallia).
- Strong understanding of South African retail and financial services
- Relevant degree (Business, CX, or Communications). Postgraduate preferred.
Behaviours & Values
- Customer-obsessed, empathetic, and solution-oriented.
- Skilled communicator with executive presence.
- Able to influence across multiple teams without formal authority.
- Calm under pressure, with strong escalation handling instincts.
- Agile and data-driven; continuously seeks improvement.
Requirements:
- Head of CX
Job Title: Head of Customer Experience (CX)
Location: Cape Town, Platterkloof, South Africa (Hybrid)
Function: Commercial
Role Purpose
The Head of Customer Experience is responsible for the end-to-end management of customer and partner satisfaction across all major virtual product categories – airtime & data , prepaid electricity , vouchers , and bill payments . This role focuses on strategic relationship management with downstream channel partners (e.g., Tier 1 retailers, banks, and large corporate clients ), as well as cross-functional collaboration with Commercialisation, Product, and Operations teams. A key performance outcome is retaining and expanding channel revenue through excellent customer experience .
Key Responsibilities
Area
Responsibility
Partner Experience Management
Own strategic relationships with Tier 1 retailers, financial institutions, and large resellers. Ensure consistent, proactive partner engagement and satisfaction.
Customer Onboarding & Support
Collaborate with Commercialisation to lead experience design for new client onboarding. Define and improve customer journey touchpoints.
Customer Satisfaction & NPS
Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols.
Escalation & SLA Management
Act as point of escalation for key clients. Design and manage SLAs with internal ops & tech to resolve customer-impacting issues.
Cross-functional Enablement
Work with Technology, Product, and Support teams to improve resolution times and partner self-service capabilities.
Voice of Customer (VoC) Program
Institutionalise customer feedback across the organisation to inform product and process improvements.
Customer Experience Strategy
Develop and implement the CX roadmap for upstream partners, aligned with company growth and retention goals.
Key Competencies (SFIA-Aligned)
SFIA Skill
Level
Description
RLMT (Relationship Management)
6
Leads the development of strategic relationships with key clients and partners to drive long-term value.
CUSV (Customer Service Support)
6
Designs and leads the implementation of service frameworks that enhance satisfaction and loyalty.
BSMO (Business Modelling)
5
Maps upstream customer journeys and helps define service value propositions.
QUAS (Quality Assurance)
5
Oversees service quality and ensures partner SLAs are met or exceeded.
METL (Metrics Definition & Use)
6
Defines metrics for tracking satisfaction, engagement, and resolution performance.
RLMT (Stakeholder Relationship Management)
6
Acts as the strategic voice between customers and internal teams.
Experience & Qualifications
- 8+ years in customer experience or client relationship management, preferably in fintech, payments, or telecoms.
- Proven success managing large channel partners or enterprise clients.
- Experience with NPS, CSAT, or CX tools (e.g., Qualtrics, Medallia).
- Strong understanding of South African retail and financial services
- Relevant degree (Business, CX, or Communications). Postgraduate preferred.
Behaviours & Values
- Customer-obsessed, empathetic, and solution-oriented.
- Skilled communicator with executive presence.
- Able to influence across multiple teams without formal authority.
- Calm under pressure, with strong escalation handling instincts.
- Agile and data-driven; continuously seeks improvement.
- 8+ years in customer experience or client relationship management, preferably in fintech, payments, or telecoms.
- Proven success managing large channel partners or enterprise clients.
- Experience with NPS, CSAT, or CX tools (e.g., Qualtrics, Medallia).
- Strong understanding of South African retail and financial services
- Relevant degree (Business, CX, or Communications). Postgraduate preferred.
- Customer-obsessed, empathetic, and solution-oriented.
- Skilled communicator with executive presence.
- Able to influence across multiple teams without formal authority.
- Calm under pressure, with strong escalation handling instincts.
- Agile and data-driven; continuously seeks improvement.