CX Process Optimization Lead

4 weeks ago


Johannesburg, Gauteng, South Africa Bright City Talent Full time
CX Process Optimization Lead

The ideal candidate will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.

This innovative fintech company offers short-term lending solutions to SME clients and takes the client on both a digital and staff-assisted customer journey, allowing clients to engage according to their preference.

Key Responsibilities:
  • Client Journey & Process Optimisation: Analyze and map the client journey (digital and human touch points and processes) to identify opportunities for improvement. Analyze data (turnaround times, conversion ratios, fall-off stages and reasons, client queries, etc.) to identify high-impact areas for improvement. Develop and implement strategies to streamline and enhance client experience processes, including process changes, digital journey improvements or builds, or team upskilling and adoption. Collaborate with cross-functional teams (business development, sales and retentions, solutions, tech development, collections) to ensure seamless integration of new processes.
  • Client Experience and Process Analytics: Own the digital client journey (including staff-assisted from a sales and service perspective) and design and drive improvement delivery through the different teams. Use data analytics to solve problems, ensuring client experience gaps do not occur or are resolved efficiently. Conduct ongoing research into emerging market trends in CX and Fintech trends globally. Track client satisfaction metrics (NPS, CSAT, etc.).
  • Client Advocate: Act as a client advocate within the organization, ensuring all departments are aligned with the client-centric approach, encouraging collaboration between teams to streamline the customer journey experience.
  • Client Experience Training: Ensure client-facing teams are equipped with the training to deliver an outstanding client experience through the digital and staff-assisted client journey.
Requirements:
  • Degree in Engineering, Business, Tech, or similar
  • Thorough knowledge in Salesforce (or similar CRM Software), and project management tools
  • 3+ years of experience in process design/optimization
  • Worked with digital client journeys (sales and resale workflow)
  • Ability to work on multiple projects simultaneously
  • Excellent communicator and mobilizer

This role will suit a confident, experienced CX professional who has a techy or engineering background, who is able to harness the digital capabilities of Salesforce. Someone who comes from a fintech environment, able to move things forward at a rapid pace.



  • Johannesburg, Gauteng, South Africa Bright City Talent Full time

    CX Process Optimization LeadWe are seeking a highly skilled CX Process Optimization Lead to join our team at Bright City Talent. As a key member of our organization, you will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.Key Responsibilities:Client Journey...


  • Johannesburg, Gauteng, South Africa Bright City Talent Full time

    CX Process Optimization LeadThe ideal candidate will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey. This involves analyzing and mapping the client journey, identifying opportunities for improvement, and developing strategies to streamline and enhance client...


  • Johannesburg, Gauteng, South Africa Bright City Talent Full time

    Job Title: CX Process Optimization LeadAbout the Role:The Customer Experience (CX) Process Optimization Lead at Bright City Talent will play a pivotal role in designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.This innovative fintech company offers short-term lending solutions to...


  • Johannesburg, Gauteng, South Africa Bright City Talent Full time

    About the RoleThe Customer Experience (CX) Process Optimization Leader will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.This innovative fintech company offers short-term lending solutions to SME clients and takes the client on both a digital and...

  • CX Specialist

    3 weeks ago


    Johannesburg, Gauteng, South Africa Oracle Full time

    Oracle CX Sales TeamOracle is seeking a highly motivated and results-driven CX Specialist to join our sales team. As a CX Specialist, you will play a critical role in driving net new CX customer acquisition and expanding CX footprint with existing customers.Key Responsibilities:Plan, lead, and implement net new and expansion of Oracle CX in the market.Engage...

  • CX Sales Specialist

    2 months ago


    Johannesburg, Gauteng, South Africa Oracle Full time

    About the RoleWe are seeking a highly motivated and experienced sales professional to join our Oracle CX Sales team as a CX Sales Specialist. In this role, you will be responsible for driving net new CX customer acquisition and expanding CX footprint with existing customers through elevated technology capabilities.Key ResponsibilitiesPlan, lead, and...


  • Johannesburg, Gauteng, South Africa Initiate International Full time

    Job Title: Team Lead CXInitiate International is seeking a highly skilled and experienced Team Lead CX to join our team in Johannesburg. As a key member of our customer experience team, you will be responsible for developing and implementing innovative strategies to increase player acquisition, retention, and loyalty.Key Responsibilities:Design and implement...

  • CX Specialist

    2 months ago


    Johannesburg, Gauteng, South Africa Oracle Full time

    {"h1": "Oracle CX Sales Role", "p": "At Oracle, we're looking for a talented CX Specialist to join our team in ECEMEA markets. As a key member of our sales team, you'll play a crucial role in repositioning Oracle as the CX innovator in the region.Your primary responsibility will be to drive net new CX customer acquisition, expand CX footprint with existing...


  • Johannesburg, Gauteng, South Africa NTT DATA Full time

    Key ResponsibilitiesResponsible for overseeing strategic CX Portfolio initiatives involving cross-functional teams, managing plans, directing business and functional analysis, schedules, and budgets. Monitors programs from initiation through delivery, ensuring communication and completion on schedule and within budget constraints.Key Skills and...


  • Johannesburg, Gauteng, South Africa Deka Minas Pty Ltd Full time

    We are seeking a highly skilled Process Optimization Specialist to join our team at Deka Minas Pty Ltd. As a Process Optimization Specialist, you will be responsible for designing, developing, and implementing processes to optimize production and ensure regulatory compliance. The ideal candidate will possess strong analytical skills, a deep understanding of...


  • Johannesburg, Gauteng, South Africa Psybergate Full time

    At Psybergate, we are seeking a highly skilled Strategic Process Optimization Specialist to drive business improvement and efficiency through the strategic analysis and optimization of our enterprise business processes.The successful candidate will possess a deep understanding of process analysis, optimization, and improvement techniques, as well as...


  • Johannesburg, Gauteng, South Africa Planet10 Full time

    Process Optimization SpecialistWe are seeking a detail-oriented and proactive Process Optimization Specialist to join our Process Optimization team at Planet10. The successful candidate will assist in:Deriving and documenting detailed work instructions (Standard Operating Procedures) from defined Business Processes.Analysing, improving, and streamlining our...


  • Johannesburg, Gauteng, South Africa Planet10 Full time

    {"title": "Process Optimization Specialist", "description": "Process Optimization SpecialistWe are seeking a detail-oriented and proactive Process Optimization Specialist to join our Process Optimization team at Planet10. The successful candidate will assist in:Deriving and documenting detailed work instructions (Standard Operating Procedures) from defined...


  • Johannesburg, Gauteng, South Africa Tower Group Full time

    Tower Group is seeking a talented Process Optimization Specialist to join our team. The ideal candidate will have a strong background in metallurgical processes and a passion for optimizing equipment selection to maximize sales. Key responsibilities include providing technical input for quotes and tenders, conducting enquiry reviews, and ensuring that...


  • Johannesburg, Gauteng, South Africa Psybergate Full time

    Job DescriptionWe are seeking a highly skilled Business Process Engineer to join our team at Psybergate. As a key member of our organization, you will play a critical role in driving strategic and tactical aspects of business-process-related knowledge through modeling, simulation, and analysis.Key Responsibilities:Assess and analyze complex business...


  • Johannesburg, Gauteng, South Africa Planet10 Full time

    Job DescriptionWe are seeking a detail-oriented and proactive professional to assist in process analysis and optimization within our Process Optimization team at Planet10.We are looking for someone with a strong analytical and problem-solving mindset to help us identify inefficiencies and areas for improvement in our business...


  • Johannesburg, Gauteng, South Africa Parvana Full time

    About the Role:Parvana seeks an experienced Industrial Process Optimization Specialist to drive efficiency and effectiveness within our organization. This key position will lead process evaluation workshops, ensuring seamless integration of new processes that meet business needs.Key Responsibilities:Design and implement workflow processes that enhance...


  • Johannesburg, Gauteng, South Africa Hire Resolve Full time

    Job SummaryHire Resolve's client, a leading plastic manufacturing company, is seeking a highly skilled and experienced Industrial Engineer to join their team. The ideal candidate will have a strong background in industrial engineering and manufacturing processes, with a focus on improving operational efficiency and productivity.Key ResponsibilitiesAnalyze...


  • Johannesburg, Gauteng, South Africa Huawei Africa Ltd Full time

    Job SummaryWe are seeking a seasoned Network Optimization Expert Lead to join our team at Huawei Africa Ltd.Job DescriptionCompany Overview: As a leading technology company, we are committed to delivering innovative solutions that transform lives. Our team is at the forefront of this mission, and we are looking for talented professionals to help us achieve...

  • Industrial Engineer

    5 days ago


    Johannesburg, Gauteng, South Africa Hire Resolve Full time

    Industrial Engineer - Process Optimization SpecialistHire Resolve is seeking a highly skilled and experienced Industrial Engineer to join their team at a leading plastic manufacturing company in Gauteng.Key Responsibilities:Analyze current manufacturing processes to identify areas for improvement.Develop and implement strategies to enhance production...