Customer Experience Manager

Overview

EXANTE Johannesburg, Gauteng, South Africa

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About The Role

As Exante's Customer Experience Manager, you'll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line : Marketing Director

Worksite : Remote

Responsibilities

• Embed the Voice of the Customer

Advocate internally for customer needs, collaborating with cross-functional teams to prioritize and implement customer-driven projects.

Develop and maintain a framework for tracking customer satisfaction metrics.

Lead and support initiatives that embed customer-first methodologies across the organization.

Act as the central escalation point for service issues for top-valued clients.

Research market trends and competitor practices.

Oversee the effective use of customer welfare processes.

Collaborate on improving the UX of critical customer interactions : registration, funding / withdrawal requests, account reporting, etc.

Qualifications

Proven ability to influence and deliver results through others in a matrix organization.

Strong grasp of customer-centric methodologies, tools, and frameworks.

Results-driven mindset with a track record of optimizing performance in a competitive, regulated financial environment.

Comfortable interpreting data to inform decisions and measure impact.

Excellent written and verbal presentation skills, able to distill complex concepts into clear, compelling narratives.

Background in finance or investment services.

This role is ideal for a hands-on leader who thrives on driving continuous improvement, influencing across teams, and championing the customer at every turn. If you're ready to make a measurable impact on Exante's service excellence, we'd love to hear from you.

Personality / Mindset

We Offer

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