Head of Customer Experience

1 month ago

Cape Town, South Africa Protect Group Full time

**Head of Customer Experience -**_ _**Protect Group**

**Location**:**Cape Town CBD, South Africa (On-site)

**Contract**: Permanent, Full-Time

**Hours**: Flexible with weekends and evenings.

**Language requirements**: Fluent, business-level written and spoken English is essential. Any additional languages will be greatly beneficial.

**Company Overview**

Protect Group specialises in enhancing customer experience and generating additional revenue for businesses through innovative technology solutions. Founded in 2016, we’ve rapidly grown to serve over 400 business partners across 75+ countries, with a presence in 12 global offices.

Our dynamic, AI-driven widget integrates seamlessly into online booking and sales platforms, providing customer-centric solutions that boost satisfaction and ancillary revenue without significant upfront costs. At Protect Group, innovation is at our core — we continuously seek new ideas and technologies to stay ahead in today’s fast-changing market.

As a part of the Protect Group team, you will join a community that values collaboration and a shared purpose, fostering a strong sense of community. We believe in accountability and owning our responsibilities, ensuring that we deliver on promises and find solutions when challenges arise.

'Protect People' are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day. We are looking for someone who shares our passion for disrupting global industries across transportation, travel, hospitality, events, and financial services, driving continuous growth and success.

**Overview**:
We are seeking a dynamic and visionary **Head of Customer Experience** to lead and shape our customer experience strategy. As the Head of Customer Experience, you will be responsible for enhancing customer satisfaction, loyalty, and advocacy across all touchpoints of the customer journey. This is a senior role within the CX function where you will collaborate with cross-functional teams to ensure that every customer interaction reflects our commitment to delivering exceptional service and creating long-term value.

**Key Responsibilities**:
**Strategy Development & Execution**:

- Lead the design and implementation of a comprehensive customer experience strategy aligned with the company’s goals and vision.
- Set clear objectives and performance metrics to measure the effectiveness of the customer experience initiatives.

**Leadership & Team Management**:

- Manage and mentor a team of customer experience professionals, including customer service representatives, client service representatives and CX managers.
- Foster a customer-centric culture across the organization by engaging with employees at all levels to drive a unified approach to customer care.
- Provide training, development, and ongoing support for the team to ensure they have the necessary tools and knowledge to deliver exceptional service.

**Customer Insights & Analytics**:

- Utilize customer feedback, surveys, TrustPilot Scores, and other data sources to identify customer pain points, preferences, and opportunities for improvement.
- Analyze customer experience trends, behavior patterns, and competitive benchmarks to inform strategic decision-making.
- Lead the development of customer segmentations to tailor experiences to specific customer needs.

**Cross-Functional Collaboration**:

- Work closely with marketing, product, sales, and operations teams to ensure a seamless, end-to-end customer experience across all channels.
- Act as the voice of the customer within the organization, advocating for customer needs and ensuring they are prioritized in product and service development.
- Partner with IT and digital teams to leverage technology solutions that enhance customer engagement including AI.

**Customer Satisfaction & Retention**:

- Oversee customer support operations, ensuring timely and effective resolution of customer issues and inquiries.
- Address complaints and escalated customer issues and serve as the final point of contact for high-priority cases.

**Innovation & Continuous Improvement**:

- Stay current on industry trends, best practices, and emerging technologies related to customer experience.
- Drive innovation and improvements in customer service processes, systems, and tools to enhance both customer and employee satisfaction.
- Lead efforts to implement proactive service strategies that anticipate customer needs and exceed expectations.

**Qualifications**:
**Experience**:

- Proven track record (typically 7+ years) in a customer experience, customer service, or related leadership role, preferably within insurance or travel.
- Experience managing and leading cross-functional teams, with a strong focus on driving customer-centric initiatives.
- Strong knowledge of customer experience platforms, tools, and analytics (e.g., CRM, NPS, VoC, customer support platforms).

**Skills & Abilities**:

- Excellent leadership, communication

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