- Cape Town, Western Cape, South Africa
- Hybrid
- Full-time · Mid
This role turns member insight into transformation across the UK and Europe, shaping regional CX strategy and driving transformation across service, product, operations, and digital solutions.
Compensation
A competitive salary depending on experience
Responsibilities
- Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes.
- Lead the regional CX Council and governance rhythm, bringing the the right evidence and stakeholders together to agree how priority member problems will be solved.
- Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through to measurable outcomes.
- Own the CX view of end-to-end member journeys, using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design to identify and prioritise opportunities.
- Bring the member perspective into change and UAT, agreeing success measures with delivery teams and validating whether implemented changes improved the experience.
Requirements
- Nice to have: Digital transformation
- Nice to have: Automation
- Nice to have: AI-enabled solutions
- Nice to have: Consulting experience