Head of CX

Job Title: Head of Customer Experience
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

• Partner Experience - 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 - Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols.
• Escalations & 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

• Leads the development of strategic relationships with key clients and partners to drive long-term value.
• Designs and leads the implementation of service frameworks that enhance satisfaction and loyalty.
• Maps upstream customer journeys and helps define service value propositions.
• Oversees service quality and ensures partner SLAs are met or exceeded.
• Defines metrics for tracking satisfaction, engagement, and resolution performance
• 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.