🚀 We’re Hiring: Executive Head of Customer Experience (CX) – Merchant Division
Lesaka Merchant | Merchant Division

Are you a visionary customer‑centric leader who turns insights into meaningful business outcomes? Lesaka Merchant is looking for a Executive Head of Customer Experience (CX) to design, measure, and elevate the end‑to‑end customer experience across the Merchant Division.

This is a strategic, high‑influence role for a CX expert who thrives in a fast‑moving environment, understands journey design, leverages data to drive improvement, and collaborates cross‑functionally to unlock commercial value through customer excellence.

📍 Location: Johannesburg / Cape Town
📊 Reporting Line: Chief Operating Officer (COO)
👥 Direct Reports: To be confirmed
🤝 Dotted-Line Partners: Technology, Data, BPMO, Customer Care, Field Services, Product, Marketing, Risk & Fraud

💼 Purpose

The Executive Head of Customer Experience (CX) owns the full CX ecosystem across the Merchant Division — including customer journey design, satisfaction measurement (CSAT / CHAP), experience insight, and improvement programmes.

This role ensures that customer‑centric design delivers:

• Stronger customer satisfaction
• Reduced cost‑to‑serve
• Operational efficiency
• Revenue growth
• Improved brand consistency

You will translate customer insights into actionable recommendations that drive long‑term experience and commercial impact.

🔍 Key Responsibility Areas

Customer Experience Strategy & Design

• Define and own the end‑to‑end CX design framework for the Merchant Division.
• Design and evolve customer journeys in partnership with Technology, Product, and Operations.
• Ensure CX design aligns with business strategy and customer needs.

CX Measurement & Voice of Customer

• Establish and lead CSAT, CHAP, and other experience‑measurement programmes.
• Build measurement frameworks, cadence, and success metrics.
• Ensure consistent and reliable feedback collection across all customer touchpoints.

CX Insights & Continuous Improvement

• Translate customer data, feedback, and behavioural patterns into actionable insights.
• Identify pain points, root causes, and opportunities for improvement.
• Drive a culture of continuous improvement across the Merchant Division.

CX Programmes of Work

• Develop CX‑led programmes based on measurement and insight findings.
• Partner with BPMO to prioritise, sequence, and execute CX initiatives.
• Measure and track the impact of CX initiatives on cost, revenue, and customer satisfaction.

Commercial & Brand Impact Enablement

• Ensure CX initiatives support revenue growth, customer retention, and reduced cost‑to‑serve.
• Strengthen brand positioning through consistent, high‑quality experiences.
• Communicate the commercial value of CX improvements across leadership forums.

Cross‑Functional CX Enablement

• Partner with Customer Care, Field Services, Technology, and Data to embed CX principles.
• Influence operational and system decisions to ensure customer‑centric outcomes.
• Serve as the voice of the customer in strategic and operational forums.

CX Capability & Team Leadership

• Build and lead a CX analytics and insight capability.
• Develop a team of CX analysts focused on journey insights and optimisation.
• Embed CX thinking organisation‑wide, beyond the CX function.

🧠 Key Competencies Required

Customer‑Centric Design
Applies structured CX and journey‑mapping methodologies to real business challenges.

Insight & Analytics Orientation
Turns data, trends, and behaviour into practical recommendations.

Continuous Improvement
Uses insight and measurement to drive process, system, and experience optimisation.

Commercial Acumen
Links CX initiatives directly to revenue impact, retention, and cost‑to‑serve reduction.

Stakeholder Influence
Drives alignment across multiple teams without relying on positional authority.

Systems & Journey Thinking
Understands end‑to‑end customer journeys across systems, channels and functions.

Execution Collaboration
Works with BPMO and delivery teams to ensure CX outcomes are implemented effectively.

Leadership & Enablement
Builds and inspires a high‑performing CX capability.

🌟 Our Values

Lesaka Merchant lives by four core values that guide our behaviours, decisions, and culture:

✔ Entrepreneurial Spirit
We innovate boldly, take ownership, and act with initiative.

✔ Integrity
We operate with honesty, trust, and transparency.

✔ Collective Wisdom
We collaborate, share knowledge, and solve problems together.

✔ Bias to Action
We move with urgency, discipline, and a focus on results.

📌 Preference will be made to support EE / AA measures.

🔗 Ready to shape customer experience for one of South Africa’s leading merchant platforms?
Apply now — or share this opportunity with an exceptional CX leader.

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