What Jobs are available for Cx Manager in South Africa?

Context

Our client is assisting a leading financial services organisation who recently completed the development of a comprehensive
Customer Experience (CX) strategy
. The next phase of work focuses on
translating that strategy into actionable execution plans
across the business. This engagement involves supporting client teams as they deepen and operationalise their CX execution plans, and facilitating sessions to help each business unit understand the practical implications of the recommendations as they begin implementation.

Role Overview

The Consultant will play a hands-on role in supporting the client's internal teams to move from strategy to execution. The focus will be on
facilitation, analysis, and structured support
to ensure that the CX strategy is effectively embedded across business units. This includes helping teams clarify priorities, define tangible next steps, and identify enablers or blockers to execution.

Key Responsibilities

• Support the translation of the CX strategy into actionable business unit plans
• Facilitate client workshops and discussions to align teams on execution priorities
• Analyse existing CX data, initiatives, and processes to identify gaps and dependencies
• Support the development of practical action plans and tracking mechanisms
• Document insights, key decisions, and progress in structured, presentation-ready formats
• Collaborate closely with client stakeholders and senior consultants to ensure delivery quality

Requirements

• ~2+ years' consulting experience in
  Customer Experience, Business Consulting, or related fields
• Strong understanding of customer experience principles, journey mapping, or service design
• Proven facilitation and communication skills, both verbal and written
• Analytical and structured problem-solving capability
• Experience working within or alongside financial services organisations advantageous, though not essential
• Self-starter with strong collaboration and client engagement skills

Contract Details

• Contract Type:
  Fixed monthly rate for the project duration
• Timing:
  Start 20 October, ~8-week duration
• Location:
  Johannesburg preferred (hybrid); mostly work from home with
  ~3 in-person client facilitation meetings per week

Please apply via the Apply button on this post. Direct outreach on LinkedIn or email won't be considered an application

Company Description

Tourplan is an established global Tour Operator and Destination Management software company. With over 400 Clients in 70 countries, we have offices in Christchurch, Johannesburg, London, Kuala Lumpur, and Costa Rica. The Tourplan Africa office looks after sales, installations, implementations, training & support for Southern Africa, East Africa, West Africa, Central Africa, and the Indian Ocean Islands. We are looking for a result focused people-person to provide consultancy, implement solutions and provide training on our ground-breaking software application.

In this role, your primary responsibilities will include:

•   Deliver post implementation training on our software to both new and existing clients when required

•   Managing, maintaining, and building existing client relationships

•   Lead point of contact for all customer account management matters

•   Providing solutions to new and existing clients

•   Analysing clients' systems and their usage of our solutions with a view to suggesting and implementing improvements

•   Providing support on our solutions, including responding to customer queries in a timely and effective manner, via phone, email, or ticket system

•   Enhancing the client's overall experience

•   Manage client related projects and/or implementations

Skills and experience needed.

•   Higher Education (Degree, Diploma or Tertiary IT Course)

•   Travel and Tourism experience

•   Minimum 5-years' Account Management Experience (ideally in software technology or travel company)

•   A good working knowledge of the Microsoft Office suite

•   Excellent communication and customer service skills

•   Excellent verbal and written communication skills

•   Strong analytical and problem-solving skills

•   Excellent time management skills

•   Ability to work independently and in a team environment

•   Detail-oriented and highly organized

•   A willingness to learn, troubleshoot and design solutions

•   Ability to Travel from time to time

Beneficial skills:

•   Knowledge and experience in accounting a distinct advantage (Bank Reconciliations, Foreign Exchange Variations, Balancing, Month-end Processes, etc.)

•   Tourplan experience

If this sounds like your perfect next step, then we'd love to hear from you

CUSTOMER EXPERIENCE EXECUTIVE R18000 - R2000 / Johannesburg North
Matric with at least 2 years of experience in a customer interfacing role.
MS Word: Word, Excel, PowerPoint, prior Industry related platform experience will be advantageous. Delivery logistics - monitor the delivery board, monitor customer care, Inspect vehicles that are planned to be delivered, Arrange the drivers for pickups from customer destination to dealer, prepare the cars for delivery/collection and ensure car ready for delivery. Customer Handover, Aftersales, Showroom and facilities coordination as well as evaluations.

Job Description

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel's and Self Service) based on customer centricity and customer experience best practice

• Contribute to cost efficiencies through responsible utilisation of work related resources
• Prevent complaints by proactively identifying customers that need additional check ins or that are about to leave the branch without being helped, and assist these customers on alternatives (e.g., book a ticket or Digital Channels)
• Provide great customer service to external clients entering the branch to get assistance with banking or financial needs
• Contribute to teamwork and inclusivity within own team
• Identify and utilise opportunities to assess and improve own performance
• Ensure operational excellence through the delivery of work processes according to defined quality standards
• Optimise work through the application of learning experiences
• Build and maintain stakeholder relationships
• Deliver customer service through adherence to quality service standards

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

15/09/25

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Customer Experience Manager (CX/UX)

Introduction

We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office, Woodstock, Cape Town and will report to the Head of Omni Channel.

Minimum requirements

Job related knowledge

Understanding of customer journey mapping and Digital Product Lifecycle Management

Knowledge of digital transformation

Knowledge of E-Comm solutions in a Retail environment

Job related skills

Technical Skills

Digital Strategy

Proficiency in data analytics tools (e.g., Google Analytics, Tableau, or Power BI)

Familiarity with UX/UI design tools (e.g., Figma, Sketch, or Adobe XD)

Strong digital technology skills across systems, software development and project management.

Soft Skills

Strong leadership and Stakeholder Management skills

Analytical and data-driven decision-making

Exceptional communication and presentation abilities

Customer-centric mindset with a passion for innovation

Job Experience

5 years of experience in Digital Transformation, User Experience, UX/UI design, or Product Management roles, preferably in Retail or FMCG

Proven track record of implementing successful Digital strategies and improving customer satisfaction

Demonstrated expertise in creating business cases and financial models for Digital Products

Hands-on experience with CRM, customer analytics tools, and e-Commerce Platforms

Education

Bachelors degree in Marketing, Information management Business, Digital Strategy, Finance, or a related field.

Essential Competencies

Deciding and Initiating Action

Leading and Supervising

Persuading and Influencing

Presenting and Communicating Information

Applying Expertise and Technology

Creating and Innovation

Formulating Strategies and Concepts

Planning and Organising

Adapting and Responding to Change

Job Purpose

The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX), and user experience (UX) which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey, and ensure seamless omnichannel interactions across retail, healthcare services, and loyalty programs.

By collaborating with cross-functional teams including IT, marketing, pharmacy, and customer service, the role helps design and deliver intuitive, data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent, user-friendly interfaces and personalized engagements across all service areas.

Job Objectives

1. Omnichannel Strategy Development

Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.

Integrate digital and physical customer touchpoints, including e-commerce, mobile app, in-store services, and customer support.

Collaborate with stakeholders across teams (e.g., IT, Marketing, Operations) to align priorities and deliver unified experiences

2. Customer Journey Mapping & Optimization

Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities.

Lead initiatives to streamline transitions between channels, ensuring a cohesive experience.

Use data and insights to personalize customer journeys and increase engagement.

3. UX/UI Design Collaboration

Work closely with UX/UI teams to ensure all digital interfaces provide an intuitive and engaging experience.

Conduct usability testing to validate design decisions and identify areas for improvement.

Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.

4. Commercial Strategy & Revenue Models

Collaborate with digital product teams to develop business cases for new initiatives, ensuring alignment with strategic goals.

Design revenue models and pricing strategies for digital products and services, focusing on maximizing profitability.

Identify opportunities to drive incremental revenue through digital channels, including upselling, cross-selling, and subscription models.

5. Performance Monitoring & Analytics

Define key performance indicators (KPIs) for omnichannel success, such as NPS, CSAT, channel performance monitoring and conversion rates.

Analyse customer behaviour and feedback to measure the impact of initiatives and recommend enhancements.

Leverage analytics tools to monitor channel performance and ensure objectives are met.

6. Innovation & Technology Integration

Partner with IT and product teams to evaluate and implement new tools and technologies (e.g., CRM systems, AI chatbots, and personalization platforms).

Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.

7. Team Collaboration & Leadership

Work closely with the digital product and marketing teams to ensure consistency in messaging and branding.

Collaborate with in-store teams to ensure digital tools complement physical store interactions.

Provide leadership in customer experience projects and mentor team members where applicable.

Requirements
Description and Requirements
Position : Customer Experience Analyst/Quality Assurance

Department : Customer Experience

Overview :

Position Summary

The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty. Helps Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.

Functional Responsibilities

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Facilitates and actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.
• New hire / Nesting support - Complies with a specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department. Creates and conducts onboarding activities (orientation, mock calls, demo calls, etc.) to ensure new hires have a clear understanding about TELUS Digital customer experience standards, as well as client requirements.
• Presentations and meetings - Presents summary of CE performance, findings, recommendations, updates, etc. to internal or external customers through business reviews, huddles, and meetings. Interacts with internal and external customers on program drivers and recommendations for quality improvement.
• Mentoring - Helps Team Lead in onboarding new CE Analysts through orientation, job shadowing, training facilitation, etc. Mentors newly onboarded CE Analysts in their daily tasks. Mentors assigned CE analysts outside of onboarding activities and can stand as team POC in the absence of the CE Team Lead.
• Others - Performs tasks assigned by the immediate supervisor to accomplish accounts' quality objectives.

Required skills + qualities (technical):

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

Required skills + qualities (non-technical):

• For internal candidates, at least 1 year experience in the Quality role with impeccable performance
• For external candidates, at least 3 years working experience in a call center and at least 2 years within the quality role with impeccable performance.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Additional Job Description
The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty. Helps Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.

Language Reference
English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We are currently seeking highly skilled and reliable customer experience specialists to provide 24/7 call answering capabilities. The primary responsibilities will be to handle incoming calls / emails from customers. Additionally, you will assist with processing basic service requests on behalf of the customers.

RESPONSIBILITIES WILL INCLUDE:

●

Providing professional, warm and clear customer service and an outstanding customer experience to assist and educate our customers.

●

Answering incoming calls from customers promptly and professionally, adhering to established service level agreements.

●

Accurately verifying customer identity and account details to ensure data security and privacy.

●

Providing immediate assistance to customers for blocking accounts and bank cards in case of loss, theft, pin resets or fraudulent activity.

●

Following predefined processes to ensure the proper and secure handling of customer requests.

●

Escalating complex or sensitive issues to designated internal teams or departments, as necessary.

●

Processing basic service requests, such as updating customer information, providing balance inquiries, and assisting with general inquiries.

●

Maintaining accurate and detailed records of customer interactions, including call notes and outcomes.

●

Staying updated on product knowledge, processes, and procedures to deliver accurate and reliable information to customers.

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

●   Matric with Mathematics or equivalent (essential) 

● years' experience working in a customer support role within financial services, with focus on customer service

●   Advanced troubleshooting and multi-tasking skill capabilities

●   Experience in delivering great customer service that drives quality and resolution  

●   Experience in an omni-channel customer service environment

●   Flexibility to work in a 24/7 call center environment, including weekends, holidays, and night shifts

THE COMPETENCIES WE'RE AFTER

●   Strong attention to detail 

●   Ability to listen well and show empathy 

●   Excellent interpersonal and communication skills, both verbal and written

●   Self-assurance and a confident manner

●   Proven ability to remain calm under pressure

●   CRM system knowledge (would be preferred)

●   Financial insight; understand the elements of a financial business and product (nice to have)

●   
Ability to handle confidential and sensitive customer information with utmost integrity and discretion.

Who we are

We're a leading, global security authority that's disrupting our own category.  Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.  We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

We are in the market for a Customer Experience Specialist with professional working proficiency in German to join our team in Cape Town. As Customer Experience Specialist (German Speaker) you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.

What you will do

• Review incoming application forms, validate and submit to DigiCert's technical department
• Engage with external customers and internal stakeholders via phone, live chat, video calls and email
• Research customer organizations and verify contact details online
• Identify, document and alert managers of customer-call trends
• Execute DigiCert's validation process according to our internal documentation
• Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems
• Coordinate the implementation or scheduling of validation testing with affected departments and team members
• Learn product features and gather customer requirements to confer with management
• Determine validation objectives and standards with internal managers
• Create, populate, or maintain databases for tracking validation activities, test results, or validated systems
• Process incoming and outgoing mail

What you will have

• Professional working proficiency in German & English (essential)
• 1+ years' experience in a customer service or similar role
• Detail-orientation, aptitude to learn, high level of self-motivation, high degree of curiosity and ability to work independently
• Excellent written and verbal communication skills
• Tool experience: Microsoft Office and other software applications

Nice to have

• Tertiary qualification (advantageous)
• Proven track-record in evaluating and mitigating risk

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance

__PRESENT

Job Description

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel's and Self Service) based on customer centricity and customer experience best practice

• Contribute to cost efficiencies through responsible utilisation of work related resources
• Prevent complaints by proactively identifying customers that need additional check ins or that are about to leave the branch without being helped, and assist these customers on alternatives (e.g., book a ticket or Digital Channels)
• Provide great customer service to external clients entering the branch to get assistance with banking or financial needs
• Contribute to teamwork and inclusivity within own team
• Identify and utilise opportunities to assess and improve own performance
• Ensure operational excellence through the delivery of work processes according to defined quality standards
• Optimise work through the application of learning experiences
• Build and maintain stakeholder relationships
• Deliver customer service through adherence to quality service standards

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

17/10/25

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.