Are you a visionary leader with a passion for redefining customer experiences? A leading bank in Namibia is seeking a
Head of Customer Experience (CX) to drive a culture of customer-centricity, ensuring seamless and exceptional service across all touchpoints. This is your opportunity to make a lasting impact by shaping the bank's CX strategy and leading a high-performing team to deliver unparalleled satisfaction and loyalty.
Key Responsibilities: - Strategic Leadership: Develop and execute the banks Customer Experience Strategy , aligning it with overall business goals and market trends.
- Customer Journey Excellence: Oversee the design and optimization of end-to-end customer journeys , identifying pain points and opportunities for innovation.
- Team Leadership: Lead, mentor, and inspire the customer service and CX teams to deliver outstanding performance and professional growth.
- CX Metrics and Insights: Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) , translating insights into actionable strategies.
- Customer Advocacy: Act as the voice of the customer within the organization, ensuring their needs and expectations are central to all business decisions.
- Digital and Omnichannel Excellence: Drive the adoption of digital tools and omnichannel strategies to deliver consistent, efficient, and engaging experiences across all platforms.
- Feedback and Improvement: Implement robust mechanisms for collecting, analysing, and acting on customer feedback to ensure continuous improvement.
- Stakeholder Collaboration: Work closely with marketing, product development, operations, and technology teams to ensure CX initiatives are integrated seamlessly.
- Compliance and Standards: Ensure that all customer service activities align with banking regulations , policies, and service excellence standards.
What You Bring: - A Bachelors Degree in Business Administration, Marketing, Customer Experience Management, or a related field.
- A Masters Degree or professional certification in CX (e.g., CCXP) is an advantage.
- 10+ years of experience in customer service, customer experience, or related roles, with at least 5 years in a senior leadership position .
- Proven track record of designing and implementing successful CX strategies in the banking or financial services sector .
- Expertise in CX tools, CRM systems , and data analytics platforms.
- Strong leadership, communication, and change management skills.
- A customer-first mindset with the ability to balance operational efficiency and customer delight.
- A Namibian citizen or permanent resident fluent in English.
Are You Ready to Lead the CX Revolution?
If you meet the above requirements, please send your resume
DIRECTLY 
