Head of Customer Experience (CX)

Head of CX

Job Title : Head of Customer Experience

Location : Cape Town, Platterkloof, South Africa (Hybrid)

Function : Commercial

Role Purpose

The Head of Customer Experience is responsible for the end-to-end management of customer and partner satisfaction across all major virtual product categories – airtime & data , prepaid electricity , vouchers , and bill payments . This role focuses on strategic relationship management with downstream channel partners (e.g., Tier 1 retailers, banks, and large corporate clients), as well as cross-functional collaboration with Commercialisation, Product, and Operations teams. A key performance outcome is retaining and expanding channel revenue through excellent customer experience .

Key Responsibilities

• Partner Experience - Own strategic relationships with Tier 1 retailers, financial institutions, and large resellers. Ensure consistent, proactive partner engagement and satisfaction.
• Customer onboarding & Support - Collaborate with Commercialisation to lead experience design for new client onboarding. Define and improve customer journey touchpoints.
• Customer Satisfaction - Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols.
• Escalations & SLA management - Act as point of escalation for key clients. Design and manage SLAs with internal ops & tech to resolve customer-impacting issues.
• Cross- Functional Enablement - Work with Technology, Product, and Support teams to improve resolution times and partner self-service capabilities.
• Voice of Customer (VoC) program - Institutionalise customer feedback across the organisation to inform product and process improvements.
• Customer Experience Strategy – Develop and implement the CX roadmap for upstream partners, aligned with company growth and retention goals.

Key Competencies

Experience & Qualifications

Behaviours & Values

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