top of page

Key Accountabilities

​

Deliverables

 

1. Voice of Customer & Insight Governance

  • Ensure structured feedback capture across Contact Centre and Social Media channels

  • Maintain NPS surveys across key customer journeys including onboarding and servicing

  • Lead root-cause analysis of NPS and complaint data

  • Track and monitor corrective actions linked to service and sales improvements

 

2. Brand Alignment & Lifecycle Education

  • Develop lifecycle-aligned education themes supporting onboarding, premium management, servicing, and claims

  • Align Sales, Marketing, and CX messaging to eliminate expectation gaps

  • Oversee launch of integrated educational content across digital channels

  • Optimise content using engagement metrics and customer feedback

 

3. Communication & Retention Management

  • Establish and deploy targeted retention triggers and proactive communication workflows

  • Refine predictive indicators and message performance based on outcomes

  • Scale proactive retention initiatives into a repeatable CX capability

  • Monitor lapse reduction impact and embed learning into operational processes

 

4. Governance & Cross-functional Alignment

  • Facilitate quarterly Customer Strategy reviews at management level

  • Define and enforce ownership across Sales, Operations, Marketing, and CX

  • Ensure customer insights inform continuous process improvement and management actions

  • Embed CX metrics into executive performance dashboards

​

Job Requirements

 

Qualifications

Bachelor's degree in Business Administration, Communications, Marketing or related field

​

Experience

3+ years in a marketing, brand management or customer experience role

  

Job - specific Competencies

 

Communication skills

1.1 Communicate clearly and confidently

1.2 Develop effective presentations and concisely present/communicate a complete and accurate picture of the current situation

​

Self-management

2.1 Work effectively under pressure and proactively manage stress levels

2.2 Maintain a positive outlook, effectively handle criticism and learn from it

2.2 Manage own time effectively

​

Business Acumen

3.1 Understand business drivers and align the brand and customer experience with operational goals

3.2 Advise leadership with a clear understanding of commercial impact

​

Change Agility & Problem Solving

4.1 Respond quickly and effectively to new challenges and changing priorities

4.2 Find practical solutions to close customer experience gaps

bottom of page