Customer Experience Lead

Budget: R50,000 - R55,000pm

Location: CPT, ZA

Working Type: Hybrid

Key Accountabilities:

1. Relationships: Wonga makes use of an external service provider to manage the operational requirements of customer service & communication. Your role in this regard is to

• Cultivate a strong and transparent relationship between Wonga & its service provider, including all relevant stakeholderso
  • Facilitate a cadence of communication, knowledge exchange, and Way of Work to support the above
  • Travel between Cape Town (Clients base) and Durban (service provider base) as required to support the above
• Ensure both parties are always fully aligned with strategy, expectations, deliverables, and SLA’s related to customer service and the customer experience.

2. Delivery

• Set the standard for customer experience across all channels
• Codify the standard into a metric-driven SLA, partner with our service provider and internal stakeholders to ensure consistent and reliable delivery
• Ensure stakeholders are always fully aligned with arising problems; and facilitate rapid and collaborative problem-solving.
• Develop insights around customer behaviour, definition, demographics etc to build segmentation and a more customised approach to engagement.
• Inform / educate the wider organisation on all customer related insights, proposing (where relevant) any projects / changes / systems / tools etc which support an overall improvement of the customer experience.

3. Experience

Make it Better is one of the Clients core values. Your role in this regard is to

• Elevate and streamline the customer experience across all channels
• Ensure a consistent experience across all channels
• Create cohesion across all channels

Skills and Experience:

• Possess at least 3 years experience in the fintech, banking, gambling, insurance or gaming industry
• Ambitious, driven, with a can-do, problem-solving attitude
• Ability to self-manage
• Highly creative and full of ideas
• Analytical and inquisitive, with excellent attention to detail
• Credible, confident, and articulate, with excellent communication and presentation skills
• Deliver accurate, error-free and engaging content timeously
• Excellent general and topical knowledge

The outcome of your efforts above will result in:

• Improved customer retention
• Improved customer engagement
• Improved customer satisfaction
• Improved NPS

Skills and Experience:

• A proven track-record of success in delivering an exceptional omni-channel customer experience.
• Minimum 5 years employment in Customer Experience or business relationship-related work.
• Solid customer orientation, core understanding of customer life cycle and needs, and how customer insight and customer strategy drive experience.
• Operational experience across customer service, journey mapping and profiling, CX, targeted communications & segmentation.
• Experience and understanding of CRM or Customer Experience practices and solutions
• Outstanding interpersonal, written, and verbal communication skills, including demonstrated skills in consultation, facilitation, negotiation and influence, and capacity to interact at a Senior Manager level and represent the Clients in external contexts.
• Empathetic change enabler who thrives on encouraging collaboration and maximising every opportunity
• Strong computer literacy skills and willingness to utilise technical programs and systems.

Required Leadership Experience:

• Collaborate - You recruit the input and expertise of all role-players to create alignment, and take people along for the journey
• Ownership – You know the buck stops with you and take full accountability of delivering results
• Communicate - You seamlessly bridge the gap between the Client and its primary service provider, and bring all stake-holders together
• Example - You consistently role model the Clients values and behaviours expected of our leaders and service providers
• Data-Driven – You are analytical and make thoughtful and considered decisions based on the data
• Customer-Centric – You are the voice and champion of the customer within the business

How can I apply?

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