Head of Customer Experience

roomDar es Salaam

business_centerFull Time

book1 Direct Reports

bookmark Head of Department

directions_carDriving License Not Required

flagOnly Open to Tanzanian Nationals

businessBanking

Summary

Our client is looking for a Head of Customer Experience  whose roles will include ensuring a seamless and high-quality customer journey across all touchpoints, embedding a strong service culture, and driving key performance indicators related to customer satisfaction. The position requires strong leadership, excellent communication skills, and the ability to influence stakeholders at all levels. 

Responsibilities

Service Strategy

  • Communicate and implement the customer experience (CX) framework across business units.
  • Develop customer journey maps and ensure buy-in from stakeholders.
  • Manage voice of customer (VOC) and key metrics like NPS and CSAT.

Service Culture 

  • Establish and track CX KPIs for products and channels.
  • Engage staff and provide training to ensure adherence to CX standards.
  • Drive customer segmentation for personalized service offerings.

Brand Ambassador and Customer Advocate

  • Represent the customer’s voice in product and service decisions.
  • Conduct audits to identify gaps and enhance the customer journey.
  • Facilitate systematic problem identification and resolution.

People Management

  • Foster cross-functional collaboration to improve key processes.
  • Ensure accountability for CX initiatives across business units.
  • Influence people management to prioritize CX in team performance.

 

Education and Qualifications

  • Bachelor’s degree in Marketing, Business, Product Development, or any related field

Requirements

  • 8 years working in a client engagement or client services role with at least 5 years at a managerial level.

Characteristics

  • Ability to understand and drive change with compassion.
  •  Strong skills in driving collaboration across all levels.
  •  Deep understanding of customer needs and experiences.
  • Ability to leverage insights as a driver for customer experience improvements.
  •  Solid experience in customer relationship management practices.
  • Capacity for strategic foresight and journey mapping.
  •  Proficiency in data analysis and technology integration.
  • Excellent prioritization and time management skills.
  • Strong consultation, facilitation, and negotiation skills.
  •  Ability to work effectively with diverse teams and stakeholders.
  •  High standards of integrity and ethical conduct.
  • Ability to persist through challenges and adapt to change.

 

Reporting To

Chief Operating Officer

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Banking: 5 Years

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