Overview
Head of Customer Experience (CX) Jobs in Johannesburg, Gauteng, South Africa at GoTyme Bank
Title: Head of Customer Experience (CX)
Company: GoTyme Bank
Location: Johannesburg, Gauteng, South Africa
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.
Requirements
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