Customer Experience Manager

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The Santam Experience team is seeking an experience Customer Experience Manager to join the team based in either Cape Town or Johannesburg on a permanent basis.

The incumbent will provide enterprise-wide customer experience leadership by driving journey mapping, Voice of the Experience (VoX) programmes, customer analytics and insight-led interventions across all customer-facing business units. The role partners with senior leaders, operational teams and external service providers to improve customer outcomes, strengthen advocacy and ensure Santam consistently delivers on its customer promise.

The Santam Customer Experience Manager is responsible for designing, implementing and managing customer experience strategies that enhance customer satisfaction, loyalty, retention and business performance across the Santam Group. The role translates customer insights, journey analytics, complaints data and Voice of Customer feedback into actionable improvement initiatives that reduce customer friction, improve service delivery and support Santam's strategic objectives.

• Develop and implement Santam Group customer experience strategies aligned to business objectives.
• Drive customer-centric initiatives that improve customer satisfaction, loyalty and retention.
• Establish and maintain customer experience governance frameworks.
• Develop customer advocacy strategies across all channels and customer touchpoints.
• Define and implement customer experience measurement frameworks.

• Lead end-to-end customer journey mapping across Santam Group.
• Identify customer pain points, service gaps and friction areas.
• Design and optimise client journeys to improve customer outcomes.
• Develop "What Good Looks Like" customer experience models.
• Drive remediation initiatives to improve customer journeys and remove barriers to service excellence.

• Drive the Voice of the Experience (VoX) strategy and execution.
• Manage customer feedback programmes and survey platforms.
• Consolidate insights from:
  • NPS surveys
  • CSAT surveys
  • Customer Effort Surveys
  • Complaints data
  • Social media platforms
  • Hello Peter feedback
  • Journey analytics
  • Business performance metrics
• Identify drivers of positive and negative customer experiences.
• Translate customer insights into meaningful business recommendations.

• Analyse customer experience data and trends.
• Develop customer insight dashboards and management reports.
• Produce monthly, quarterly, EXCO and Board-level customer experience reports.
• Track and report on customer experience metrics and performance indicators.
• Measure the impact of customer experience interventions and improvement initiatives.

• Partner with CEOs, COOs, Executive Teams and Functional Heads across Santam Group.
• Influence senior stakeholders to drive customer-centric decision-making.
• Facilitate customer experience forums and governance structures.
• Provide strategic recommendations based on customer insights and analysis.
• Build and maintain strong relationships across all business units and external partners.

• Implement customer feedback loops and continuous improvement processes.
• Track customer experience improvement initiatives from insight to implementation.
• Conduct root cause analysis of complaints and service issues.
• Drive customer-centric operational improvements.
• Monitor customer experience trends and industry best practices.

• Promote a customer-first culture across Santam Group.
• Support capability development in customer experience methodologies.
• Equip employees and leaders with customer insight and customer-centric thinking.
• Facilitate adoption of customer experience best practices across the business.

• Number of customer journeys mapped and maintained
• Percentage of identified friction points resolved
• Journey improvement implementation success
• Reduction in customer effort
• Research quantitative and qualitative

• Timely delivery of executive reporting
• Quality and accuracy of customer insights
• Adoption of recommendations by business units
• Measurable business improvements resulting from insight-led interventions

• Stakeholder satisfaction ratings
• Cross-functional initiative delivery
• Executive…