Head of Customer Experience

PURPOSE:

The Head Customer Experience is responsible for the execution of customer experience initiatives in accordance with the CIC strategic plan to align with the company’s vision.

PRIMARY RESPONSIBILITIES:

• Lead customer experience function in accordance with the CIC strategic plan and the departmental budgets;
• Maintain oversight of the customer experience functions, ensuring adherence to signed SLAs;
• Manage strategic customer relationships, including stakeholder liaison and engagement for key stakeholder groups;
• Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with the CIC’s customer service vision and strategies;
• Advise Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response;
• Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
• Lead and direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models;
• Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours;
• Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience;
• Achieving a fully integrated approach across a range of innovative and diverse communication channels including the proactive adoption of digital and social media opportunities;
• Championing a longterm strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues.

GENERIC DUTIES

• Carry out performance appraisal, coaching and mentoring to staff
• Resource allocation, staffing and leave approval
• Participate in planning and budgeting for the department

Academic and Professional Requirements

Education  

• Bachelor’s degree in a business related, humanities or social science field 
• Master’s Degree in Business Administration (MBA), Marketing, Strategic Management or a similar field an added advantage 

Professional Qualification

• Membership to a relevant Professional Body

Required years of experience

• Ten (10) years relevant experience with at least five (5) at leadership level