84 Customer Experiences jobs in South Africa

Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more.

A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.

The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data.

To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience.

The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.

What will make you successful in this role?

• Drive a comprehensive Customer Insights strategy including ownership of tools used
• Drive strategies and execution of plans to advance customer advocacy across channels
• Develop standard processes for measuring insights across journey steps and customer success
• Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation
• Merging all insights across the business and using them to provide comprehensive insights across all functionalities.
• Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights
• Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals
• Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels
• Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services.
• Share VoX results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications
• Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
• Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms
• Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
• Conduct research within internal teams or with external partners to understand the customer and partner journey
• Make recommendations for operational improvements by analyzing quality performance
• Collaborate across Santam Group business units to develop the ‘What good looks like’ models

Qualification

• Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
• Net Promoter Certification is advantageous

Knowledge and Experience

• 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
• 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
• Proven experience implementing new customer experience processes and standards
• Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis
• Familiarity with CRM and D365 Customer insights model
• Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
• Demonstrated passion for Customer Experience and acting as an advocate for customers
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience designing and developing Tableau reports
• Shown experience delivering customer insights that drive key performance metrics
• Experience in impact modeling, regression analysis, cluster/factor analysis

Skills

• Strong critical thinking, influencing, and relationship management skills
• Excellent written and communication skills
• Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision
• Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
• Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
• Comfortable working through large data sets of information and aligning data across systems and sources
• Strong project management and change management skills
• Advanced MS Excel / PowerPoint experience
• High competency in surveying principles and methodologies
• Customer centric
• Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps
• Ability to effectively deal with conflict situations
• Ability to be organized while working in a complex, fast-paced and dynamic environment

Core Competencies

Cultivates innovation - Contributing through others

Customer focus - Contributing through others

Drives results - Contributing through others

Collaborates - Contributing through others

Being resilient - Contributing through others

About The Company

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you.

#J-18808-Ljbffr

Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more. A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley. The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data. To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception. What will make you successful in this role? Drive a comprehensive Customer Insights strategy including ownership of tools used Drive strategies and execution of plans to advance customer advocacy across channels Develop standard processes for measuring insights across journey steps and customer success Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation Merging all insights across the business and using them to provide comprehensive insights across all functionalities. Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services. Share Vo X results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources Conduct research within internal teams or with external partners to understand the customer and partner journey Make recommendations for operational improvements by analyzing quality performance Collaborate across Santam Group business units to develop the ‘What good looks like’ models Qualification Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field. Net Promoter Certification is advantageous Knowledge and Experience 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners Proven experience implementing new customer experience processes and standards Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis Familiarity with CRM and D365 Customer insights model Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36 D or similar survey analytics platform is desired. Demonstrated passion for Customer Experience and acting as an advocate for customers Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics Experience applying statistical techniques and working knowledge of statistics concepts. Experience designing and developing Tableau reports Shown experience delivering customer insights that drive key performance metrics Experience in impact modeling, regression analysis, cluster/factor analysis Skills Strong critical thinking, influencing, and relationship management skills Excellent written and communication skills Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level) Comfortable working through large data sets of information and aligning data across systems and sources Strong project management and change management skills Advanced MS Excel / Power Point experience High competency in surveying principles and methodologies Customer centric Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external High confidence, self-driven individual who can remain calm and focused under pressure Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps Ability to effectively deal with conflict situations Ability to be organized while working in a complex, fast-paced and dynamic environment Core Competencies Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Collaborates - Contributing through others Being resilient - Contributing through others About The Company Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you. #J-18808-Ljbffr

Main Purpose Bringing the customer to life through the application of data and the integration of multiple data sources. Informing customer behaviour through establishing and maintaining customer databases and a full 360 view of the customer. Support the drive to become a customer-led organisation by partnering with key business stakeholders to inform the overall retail strategy and to deliver customer insights, such that business decisions better reflect the prevailing consumer and market behaviors and deliver stronger more profitable customer relationships. Key Responsibilities Through the analysis of internal customer data and integration of market research or other secondary data sources, provide robust, relevant and actionable customer insights to address business questions that will assist in strategic and tactical retail planning. Analysis of both ad- hoc business questions and continuous campaign performance tracking for future optimization. Work closely with the buying groups and different business units to ensure that the organization has a thorough understanding of their customers, through the provision of timeous strategic and operational customer reporting and actionable recommendations. Unpacking key KPI’s that align to the business strategy at the time, and takes a holistic approach to customer interactions by providing insights from a single view of the customer perspective to truly drive a data driven business culture. Work closely with BI and IT to ensure that reporting frameworks, platforms and KPI’s are relevant and up to date with the view of automating information that is consistently required. Staying abreast of new methodologies to ensure that customer models are kept up-to-date and relevant with a view of integrating streams of data flowing from research, customer transactions, social media feeds and other relevant external and internal customer information. Partner with the different teams in the Customer Insights and Advanced Analytics department to assist in driving different strategies in the marketing team and business wide; Partner with the Market Research team to support planning, design and implementation of market research initiatives through the understanding of the customer base, but also post research, gather and manage customer research data to integrate with transactional data to inform behavior through a full 360 view of the customer model. Partner with the Loyalty and Direct Marketing team through the provision of key metrics that aid the team in measuring the effectiveness of their strategies and growing the Woolworths Loyalty base. Represent the Woolworths customer to key stakeholder including senior leadership during the BU strategic planning processes. Keep abreast of new technologies and suppliers seeking opportunity for continual improvement of Woolworths’ capabilities to enable better delivery of strategic insights based on business needs and gaps. Integrate with selling, operations, digital, BI and other business areas to identify synergies and opportunities across an array of business functions. Key Competencies A 3 to 4 year degree in Business Science/Mathematics/Statistic or a similar 4 year (Hons) degree. Minimum 5 years analysis or consultancy experience in retail sector or relevant organisation. A minimum 5 years’ experience in an analytical role specializing in strategic insights (research and analytics), data manipulation, interpretation, data mining, advanced analytical solutions & model building and application and report writing. Experience in data mining and working with large databases. Strong ability to be able to query, structure, clean and extract data for analysis (i.e. SQL/Python). Experience working in big data cloud environments and knowledge of cloud based analytical environments (such as AWS). Knowledge of data manipulation & visualisation software: Qlikview, Quick Sight, Qlik Sense and Tableau. Experience in customer analytics in a large business environment. Strong analytical skills and knowledge of analyzing information and interpreting/translating it into non-technical, commercial recommendations. Ability to turn data into actionable intelligence and insights. Advanced MS Excel and MS Power Point skills. Knowledge of database segmentation. Business acumen: Proven understanding of business environments and processes. Ability to apply techniques in a practical way within a business environment. Excellent communications skills: ability to interact effectively with colleagues at all levels of the organization. High attention to detail. Strong planning and organizational skills. Ability to work on multiple projects simultaneously. Self-motivated. Conceptual and Problem solving ability. Process thinking ability. Research supplier relationships and networks advantageous. Excellent critical thinking skills. Teamwork: proactively establish and maintain effective working team relationships with all stakeholders. “As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into

Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more. A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley. The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data. To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception. What will make you successful in this role? Drive a comprehensive Customer Insights strategy including ownership of tools used Drive strategies and execution of plans to advance customer advocacy across channels Develop standard processes for measuring insights across journey steps and customer success Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation Merging all insights across the business and using them to provide comprehensive insights across all functionalities. Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services. Share Vo X results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources Conduct research within internal teams or with external partners to understand the customer and partner journey Make recommendations for operational improvements by analyzing quality performance Collaborate across Santam Group business units to develop the ‘What good looks like’ models Qualification Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field. Net Promoter Certification is advantageous Knowledge and Experience 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners Proven experience implementing new customer experience processes and standards Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis Familiarity with CRM and D365 Customer insights model Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36 D or similar survey analytics platform is desired. Demonstrated passion for Customer Experience and acting as an advocate for customers Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics Experience applying statistical techniques and working knowledge of statistics concepts. Experience designing and developing Tableau reports Shown experience delivering customer insights that drive key performance metrics Experience in impact modeling, regression analysis, cluster/factor analysis Skills Strong critical thinking, influencing, and relationship management skills Excellent written and communication skills Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level) Comfortable working through large data sets of information and aligning data across systems and sources Strong project management and change management skills Advanced MS Excel / Power Point experience High competency in surveying principles and methodologies Customer centric Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external High confidence, self-driven individual who can remain calm and focused under pressure Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps Ability to effectively deal with conflict situations Ability to be organized while working in a complex, fast-paced and dynamic environment Core Competencies Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Collaborates - Contributing through others Being resilient - Contributing through others About The Company Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you. #J-18808-Ljbffr

Insights Execution and Management

• Lead the development and execution of an insights agenda, leveraging optimised reports
• Define priorities for insight generation, aligning output with business and client needs across categories, channels, and markets
• Distil complex data environments into compelling stories that influence strategic planning and commercial initiatives
• Ensure insights are not only informative but also decision-ready and aligned with business goals.
• Maintain standardised processes, templates, and methodologies to ensure consistency, quality, and scalability of insights delivery
• Define and track KPIs to measure the adoption and business impact of insights.

Data Integration & Synthesis

• Integrate data from multiple internal and external sources to generate unified, actionable insights (e.g., linking Perfect Outlet execution to SMA performance or correlating outlet performance with retailer strategies)
• Apply advanced analytical techniques and data visualisation best practices to translate findings into decision-ready outputs
• Ensure integrated insights are delivered in formats that are accessible, relevant, and tailored to diverse stakeholder needs.

Reporting Accuracy & Governance

• Take full accountability for the accuracy, completeness, and integrity of data used in all Pyramid models and associated reporting tools
• Implement and maintain data validation processes to ensure that insights are built on robust, verified datasets
• Monitor and continuously improve reporting structures to reflect evolving business needs and priorities.

Stakeholder Engagement

• Deliver insight directly to clients, guiding decisions in areas such as product ranging, pricing strategies, and market prioritisation
• Act as a thought partner to client stakeholders, helping them connect data to actionable growth levers.

6-8 years’ experience in data analytics, market research, or business intelligence, preferably within FMCG or a similar fast-paced commercial environment. 

< >Proven experience in developing insights from complex datasets and translating them into actionable business recommendations|Essential / Minimum|0-5 years|
Degree in Data Science or Computer Science
Diploma or Degree/NQF level 7 in Information systems or Business Intelligence
Degree in any relevant field
Attention to detail
Communication Skills (verbal & written)
Reporting skills
Analytical with problem solving skills
Ability to transform analytical findings into compelling data narratives
In-depth knowledge of data platforms and analytics methodologies, with specific expertise in Pyramid and data quality assurance

Overview

Business Segment: Personal & Private Banking

Location: ZA, GP, Johannesburg, 30 Baker Street

To drive Personalisation objectives for Personal and Private Banking. Develop and implement high-impact, data-driven strategies and business cases, both proactively (based on identified opportunities) and reactively (guided by segment needs). Provide customer, account, transactional and geographic insights for specific projects within PPB-SA that will directly support their strategic and tactical initiatives. This spans across all PPB-SA segments, regions, and products. Partner with various personalisation teams to deliver personalised conversations on Next Best Action (NBA) across channels and ensure strategic alignment with the relevant product and segment and coverage stakeholders.

Qualifications

• B.Com Degree in Data Analytics / Information Technology / Data Science
• Postgraduate Diploma or Honors Degree (Advantageous)

Experience Required

• 5-7 years experience in knowledge discovery, data mining, or customer intelligence within a financial institution.
• Background in analytics or product/segment roles focused on monitoring and managing customer behaviours and trends.
• Ability to translate analytical insights into actionable business deliverables.
• Collaborate with various teams to implement personalised conversations through Next Best Action (NBA) across multiple channels, ensuring strategic alignment with product, segment, and coverage stakeholders.
• Scope projects, including defining objectives, creating project plans, and managing timelines.

Additional Information

• Articulating Information
• Developing Strategies
• Directing People
• Examining Information
• Following Procedures
• Interpreting Data
• Inviting Feedback
• Making Decisions
• Producing Output
• Providing Insights
• Resolving Conflict
• Team Working
• Business Process Improvement
• Data Integrity
• IT Applications
• IT Business Analysis/ Feature Analysis
• IT Systems
• Software Development Life Cycle (SDLC) methodologies & Tools

#J-18808-Ljbffr

Overview Business Segment: Personal & Private Banking Location: ZA, GP, Johannesburg, 30 Baker Street To drive Personalisation objectives for Personal and Private Banking. Develop and implement high-impact, data-driven strategies and business cases, both proactively (based on identified opportunities) and reactively (guided by segment needs). Provide customer,

Overview

Strategically Connecting Talent with Opportunity. Our team culture is friendly, supportive, and professional—we value creativity, collaboration, and personal growth. Based in the northern suburbs of Cape Town, you might even enjoy a smoother commute, traveling against peak traffic.

Your purpose:

As our UX Designer, you’ll play a critical role in shaping digital experiences that connect users to our brands, products, and services. You’ll drive and influence UX strategy, research, and optimisation, ensuring that every user journey is intuitive, engaging, and conversion-driven. This is a UX-first role, with UI execution as a supporting function.

Responsibilities

• Lead user research, usability testing, and data-driven UX optimisations to enhance customer journeys.
• Develop wireframes, prototypes, and high-fidelity UI designs that align with brand and CRO goals.
• Utilise data-driven CRO testing to improve customer journeys and maximise lead generation.
• Own the development of a holistic design system and component library to ensure a premium, scalable digital experience.
• Design and implement intuitive, user-centric website interfaces that align with brand identity.
• Collaborate with the Brand & Content Lead to develop a UX strategy that reflects high-end, luxury storytelling while maintaining functionality.
• Work closely with the Tech team to ensure UI/UX changes are feasible within development constraints.
• Conduct A/B testing and usability testing to drive website engagement and increase conversion rates.
• Utilise tools like Hotjar, Google Analytics, Optimizely, VWO to identify pain points and optimise user journeys.
• Apply data-driven insights to iterate on designs for continuous performance improvements.
• Develop wireframes, prototypes, and user flows to support UX enhancements, collaborating with cross-functional teams.
• Focus on conversion optimization in every design decision to maximise user engagement.
• Perform ongoing user and competitor research to inform digital strategy and design decisions.
• Lead user research efforts, conducting interviews, surveys, and usability testing to validate and refine design decisions.
• Ensure adherence to UX/UI best practices with a focus on accessibility, mobile responsiveness, and performance.
• Conduct usability testing with tools like Hotjar, Useberry, and Userbrain, iterating based on feedback.
• Stay up-to-date with UX trends and best practices to enhance usability and customer satisfaction.
• Create high-fidelity UI designs for web, digital content, and marketing materials, ensuring brand consistency.
• Lead the UI Designer in executing design requirements and communicate concepts effectively.
• Develop and maintain a design system and component library to streamline design and development processes.
• Work closely with the Digital Acquisition Lead to ensure that UX optimisations align with SEO and PPC strategies.
• Collaborate with Tech and Development teams to ensure UX/UI changes are feasible and efficiently implemented.

What We Offer

• 20 days of paid annual leave
• After 5 years, earn one extra annual paid leave day per year, up to a max of 25 days
• Extra paid birthday leave
• Paid sabbatical leave days after 5 years of service
• Hybrid Working Opportunities with flexible working conditions
• A team led by actively engaged owners who encourage a caring and positive culture
• Working alongside a diverse and dedicated team of professionals
• Africa travel at discounted rates

Who We’re Looking For

• A relevant tertiary qualification
• 5+ years of experience in UX/UI design, CRO, or website optimisation (ideally in high-conversion sectors such as e-commerce or travel)
• Proficiency in UX design tools (e.g., Figma, Miro, Sketch) for wireframing and prototyping
• Strong knowledge of CRO tools (e.g., Hotjar, Optimizely, VWO, A/B testing frameworks)
• Experience with front-end usability best practices and understanding of HTML and CSS
• Collaborative ability with development teams
• Deep understanding of user psychology and behavioural triggers for conversion-focused UX strategies
• Proven track record in leading design projects and delivering impactful solutions
• Analytical mindset to interpret website performance metrics using Google Analytics, heatmaps, and user testing platforms
• Visual design skills with typography, colour theory, and iconography; ability for pixel-perfect UI execution
• Extensive knowledge of user research and testing methods with effective tools for each stage
• Experience working with cross-functional teams (Marketing, Tech, etc.) to align on marketing goals and optimise the user journey

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Design, Art/Creative, and Information Technology
• Industries: Travel Arrangements, Hospitality, and International Trade and Development

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Location/Timezone: UK, Europe, South Africa

Start Date: September 2025

Reports to: Manager of SX Team

Positions Available: 1

Your Mission

We're looking for a data-fluent CX specialist to help us optimise and scale the end-to-end learner experience across our Career Accelerator programmes.

This role sits at the intersection of data analytics, customer experience, and operational optimisation. You'll use insights to uncover pain points, test solutions, and implement improvements that directly impact learner progression, satisfaction (CSAT), and completion.

This is not a research, design, or delivery support role. It's about building repeatable systems and driving measurable improvements through evidence-led decision-making.

You'll work closely with Product, Delivery, and Success teams to drive outcomes that are intentional, trackable, and scalable.

What Your Day To Day Will Look Like

Own and Optimise the Learner (Customer) Journey

• Audit onboarding, orientation, and milestone touchpoints to find and fix friction points.
• Implement scalable changes to improve learner confidence, satisfaction, and completion.
• Ensure interventions align with our "Careers First" value proposition.
  
  

Use Data to Drive Decisions and Processes

• Monitor, analyse, and report on key learner metrics (CSAT, progression, engagement, recommencement).
• Build dashboards and reports to inform decision-making at all levels.
• Interpret behavioural and sentiment data to identify trends, risks, and opportunities.
• Translate insights into targeted interventions, process improvements, and system enhancements.
  
  

Champion Learner Outcomes, Satisfaction, and Metrics

• Own Success-related OKRs and KPIs, ensuring we hit our benchmarks across progression, CSAT, and completion.
• Report on learner performance and CX effectiveness to senior stakeholders.
• Partner with internal teams to align support models and delivery experiences.
  
  

Support New Programme Launches

• Design the learner support experience for new launches, using past insights to reduce friction.
• Build feedback loops and early-warning systems to surface learner challenges fast.
• Create playbooks and templates for scaling success across future cohorts.
  
  

Requirements

What you'll need to succeed

Must-Have Skills And Experience

• Proven experience using data to identify, prioritise, and implement CX or operational improvements
• Strong analytical skills and fluency with dashboards, survey data, and behavioural metrics
• Demonstrated ability to translate insights into measurable actions
• Experience working cross-functionally with teams like Product, Ops, or Strategy
• Comfortable owning KPIs and reporting on performance to leadership
  
  

Nice-to-Haves

• Experience in digital education, bootcamps, L&D, or a fast-paced start-up or scale-up
• Familiarity with metrics like CSAT, NPS, recommencement, or learner engagement
• Hands-on experience with customer journey optimisation tools or survey platforms
• Experience scaling processes in a high-growth, high-change environment
  
  

Who you are

• Data-driven - You don't just surface problems; you use evidence to fix them.
• Outcome-oriented - You focus on what works, not just what's been done before.
• Process-focused - You're motivated by building scalable systems that improve the customer experience.
• Collaborative - You love working across teams to improve what learners experience day-to-day.
• Proactive - You see what's coming and solve it before it becomes a problem.
  
  

Please note:

This role is not suitable for applicants coming from an L&D, HR, Learning Design, or UX/UI background. #J-18808-Ljbffr