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.
Closing Date 30 January 2026
Gmail
Yahoomail