Head Of Customer Experience at IUA Business Solutions

About the Job
IUA Business Solutions is looking for a qualified department head for our Customer Experience department. This role will be responsible for the following:

• Leading Customer Experience - Accountable for implementing a customer experience strategy.
• Quality Assurance - Ensure that Quality standards and measures are consistently implemented across the business operations.
• Complaints and Compliments - Monitor customer complaints and compliments as input towards potential improvement initiatives.
• Training - Collaborate with business to ensure that all employees are trained in respect of our customer service and quality approach at IUA.
• People Management - Responsible for leading and managing the Customer Experience Team.

REQUIREMENTS:

• Relevant Bachelor’s Degree is required.
• Postgraduate qualification would be an advantage.
• FAIS accreditation would be an advantage.
• Advanced proficiency in Microsoft Office Applications (advanced Excel).
• A Minimum of 8 years’ relevant experience including leading a quality and customer experience team is required.
• Relevant experience working in a call centre/contact centre environment, preferably in the financial services environment.
• Experience working within the insurance industry would be an advantage.
• Experience relating to customer journey mapping and related methodologies to design future customer experience blue prints.
• Experience managing change and delivering internal messaging and communications.