Head of Customer Experience (CX)

Overall Purpose of the Role:

The Head of Customer Experience (CX) is responsible for defining and executing GoTyme Bank SA’s end-to-end customer experience strategy across all touchpoints. This role ensures the delivery of a seamless, customer-centric, and data-driven experience that drives acquisition, engagement, satisfaction, and loyalty in a digital-first banking environment.

Experience and Skills Required:

·        Bachelor’s degree in Business, Marketing, or related field (MBA or equivalent preferred).

• 10+ years of experience in Customer Experience, Customer Care, Digital, or Customer Strategy roles.
• Proven track record of leading customer care/contact centre transformation and omnichannel strategy.
• Experience in financial Services, fintech, or telecommunications preferred.
• Strong experience with customer journey mapping, VoC programmes, and CX analytics.
• Demonstrated success in leading cross-functional teams and driving organisational change.
• Strategic thinking with strong execution capability and deep customer empathy.
• Data-driven decision-making with strong understanding of contact centre technologies (CCaaS, CRM, AI tools).
• Digital and product mindset with strong communication, stakeholder management, and influencing skills.
• AI & data analytics proficiency essential.

Responsibilities:

• Develop and lead the bank’s CX vision, strategy, and roadmap aligned with GoTyme’s mission of accessible, inclusive, and digital-first banking.
• Champion a customer-first culture across the organisation, embedding CX principles into all functions.
• Act as the voice of the customer at executive level, influencing product, operations, marketing, and technology decisions.
• Own and continuously improve end-to-end customer journeys (onboarding, servicing, payments, lending, support, etc.).
• Identify pain points and opportunities using data, customer feedback, and behavioural insights, and drive journey redesign initiatives to enhance usability, reduce friction, and improve conversion and retention.
• Establish robust Voice of Customer (VoC) programmes (NPS, CSAT, CES, surveys, feedback loops) and leverage data analytics to generate actionable insights.
• Monitor CX performance metrics and report regularly to executive leadership.
• Partner with product and technology teams to ensure intuitive, reliable, and engaging digital experiences (app, web, USSD, kiosks).
• Drive personalisation and omnichannel consistency across all customer touchpoints.
• Define and execute a comprehensive Customer Care strategy delivering fast, consistent, and high-quality support across all touchpoints.
• Design and implement a true omnichannel support model (in-app chat, voice, email, social media, WhatsApp, kiosks, and self-service), ensuring seamless transitions and context continuity across channels.
• Drive self-service and automation (shift-left) through AI chatbots, knowledge bases, and in-app support to reduce effort and improve resolution speed.
• Lead the evolution to a digital-first contact centre, leveraging AI, intelligent routing, and automation.
• Define and manage service performance frameworks (SLAs, first contact resolution, response times, quality assurance, CSAT).
• Implement workforce management and capacity planning to scale efficiently with growth.
• Establish complaints handling and escalation frameworks, ensuring regulatory compliance and effective service recovery.
• Use real-time and predictive analytics to identify contact drivers, reduce demand, and proactively improve experience while optimising cost-to-serve.
• Build and lead high-performing customer care teams, embedding a culture of empathy, accountability, and customer obsession.
• Work closely with Product, Marketing, Operations, Risk, Compliance, and Technology teams to deliver cohesive customer experiences.
• Establish CX governance frameworks, standards, and best practices, and drive a culture of experimentation, testing, and continuous improvement.
• Ensure compliance with regulatory requirements while maintaining excellent customer experiences.