Customer Experience Director

About the role

WhiteCrow, a global talent research, insight and sourcing specialist, is recruiting a Customer Experience Director for a leading telecommunications and digital connectivity provider active across Sub-Saharan Africa. The role covers strategy, operations, quality assurance, analytics and training for the customer experience function.

Key responsibilities

• Develop and govern the Customer Experience strategy, service standards and priorities, and represent the Voice of the Customer in strategic, commercial, product and operational decisions
• Lead Customer Support Operations, including internal and outsourced inbound and outbound support, KPIs and SLAs, escalation processes and business continuity plans
• Own the Quality Assurance framework, including quality standards, audits, mystery evaluations, scorecards and corrective actions, and drive continuous improvement
• Lead Customer Analytics and the Voice of the Customer, including NPS, CSAT, churn and retention indicators, and use segmentation to inform campaigns
• Oversee the Training function, knowledge management and capability development, and embed customer experience in product, process and operational readiness
• Manage the CX operating budget, vendor contracts and SLAs, and report performance and risks to senior management

Required profile

• Bachelor's degree in Business Administration, Communications, Marketing or a related field
• A Master's degree or professional certification such as CCXP is highly preferred