Business and Client Experience Enablement Lead

3 weeks ago

Centurion, South Africa Momentum Life Full time

**Introduction**
- Digital Client is a fast growing business within Momentum Retail, here our energy is exceptional. We pride ourselves on challenging and inspiring ourselves to do better. One way to do this is our commitment to creating exceptional client experiences in our digital and operational functions (sales, service, advice) that drive long-term loyalty and business growth.

As our Business and Client Experience (CX) enablement lead, you will have the opportunity to join us in building and protecting our client’s dreams. Your ask is as part of a team to passionately lead and enable our business with a client-centric approach. In this role you will be designing the future of our business.

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- The Business and CX enablement lead will be the architect behind our operational customer and employee experience in Digital Client. The successful imcumbent will be responsible for designing, driving, and optimising initiatives that improve business operations and enhance client experiences. This role oversees Digital Clients Quality and Training teams to ensure our operational teams have the tools, processes, knowledge and competencies to excel while leveraging these functions to build a culture of excellence, ensuring consistency, efficiency, and measurable impact on client satisfaction and operational effectiveness.

The role will be the bridge between our functional operational areas and the experience they give to our customers and our broader enablement and design areas to ensure experience and solution design that optimises for operational business success and customer satisfaction. To partner with operational areas for new solution and process adoption.

**Requirements**:
**Qualification**
- Relevant tertiary qualification or accreditation in CX Design or Business operational management (essential)
- Relevant certifications in UX, Client Experience, or Business Enablement (e.g., CX certifications, Six Sigma) are a plus.
- Risk management Certification or Accreditation
- Minimum requirement: LEAN Six Sigma Green Belt (Black Belt preferred)

**Experience**
- 5-7+ years in a senior specialist / management role responsible for mentioned enablement functions and CX design (Training, Quality, Change management, CX).
- Proven experience in managing and leading teams.
- Minimum of 5 years functional leadership experience in CX.
- Proven experience and track record in CX and managing operational enablement functions such as training and quality management.
- Strong background in data analytics, experience measurement tools, and feedback systems.
- Experience in owning quality and output of training programs, quality frameworks and knowledge management systems.

**Knowledge**
- Expertise in quality management and training design.
- Strong understanding of client experience frameworks, design thinking, and business strategy.
- Experience in creating and leading training and quality functions that improve team performance and client satisfaction.
- Knowledge of quality assurance and control practices in service delivery.

**Skills**
- Strong strategic thinking and planning combined with hands-on approach to execution.
- Strong interpersonal, communication and partnership skills.
- Data-driven mindset and ability to analyse data with a focus on continuous improvement and finding actionable insight.
- Exceptional change management, communication, organisational development and stakeholder management skills.
- Strong project management skills, with a focus on delivering high-quality solutions on time.

**Duties & Responsibilities**

**Overarching**:

- Design and implement comprehensive client and employee experience strategies (process design, training, knowledge management, quality assurance ) that enables and prepares our customer facing functions to exceed customer expectations.
- Partner with cross-functional teams to align operational processes with client-focused outcomes and develop and implement frameworks and tools to enable teams to deliver exceptional experiences.
- Provide leadership and develop and implement scalable frameworks for business change management, training and adoption of new processes and systems.
- Establish robust knowledge management systems and training mechanisms that enhance both team efficiency and customer self-service.
- Build and lead a high-performing training, quality and knowledge management team.
- Partner with functional operational areas to define key experience capability needs and requirements, drive CX design and operational adoption to show measurable business outcomes.

**Client Experience Design**:

- Lead the design and continuous improvement of client-centric experiences across all touchpoints (digital and person-driven by our operational and sales functions).
- Collaborate with cross-functional teams (marketing, sales, product, advice, techno

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