Description:
Job Purpose:
The Head of Digital Customer Experience (E-Branch) will lead the evolution of customer engagement in a rapidly transforming, digital-first environment. This role is suited for a visionary leader who thrives in building and scaling impactful digital journeys from the ground up—someone who is entrepreneurial, resourceful, and ready to take ownership of crafting best-in-class digital experiences.
This individual will be at the forefront of reimagining how customers interact through digital platforms, driving measurable engagement and retention outcomes through a blend of innovation, technology, and customer insight.
Key Responsibilities:
Strategic Leadership
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Lead digital adoption strategy, increasing user activation, retention, and satisfaction across digital platforms.
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Shape and implement the digital transformation roadmap in partnership with cross-functional teams.
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Influence operational strategy in the Joint Operations Centre, linking digital tools to performance-driven collections and communication.
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Develop and maintain a digital analytics framework for measuring channel performance and identifying opportunities for optimization.
Innovation & Digital Execution
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Champion emerging technologies, tools, and methodologies to stay ahead of digital trends.
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Collaborate with IT and data teams to evolve digital channels (e.g., WhatsApp, email, SMS) and deliver personalized experiences.
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Use AI and automation to improve communication efficiency and customer journey effectiveness.
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Implement SEO and visibility strategies to maximize reach and engagement.
Team & Vendor Management
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Build and manage a high-performing digital team committed to driving engagement and conversion.
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Oversee execution of high-impact digital campaigns with targeted, data-informed messaging.
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Manage relationships with digital vendors, ensuring aligned goals and optimal performance.
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Establish continuous feedback loops for testing, learning, and optimizing all digital initiatives.
Requirements:
-
Lead digital adoption strategy, increasing user activation, retention, and satisfaction across digital platforms.
-
Shape and implement the digital transformation roadmap in partnership with cross-functional teams.
-
Influence operational strategy in the Joint Operations Centre, linking digital tools to performance-driven collections and communication.
-
Develop and maintain a digital analytics framework for measuring channel performance and identifying opportunities for optimization.
-
Champion emerging technologies, tools, and methodologies to stay ahead of digital trends.
-
Collaborate with IT and data teams to evolve digital channels (e.g., WhatsApp, email, SMS) and deliver personalized experiences.
-
Use AI and automation to improve communication efficiency and customer journey effectiveness.
-
Implement SEO and visibility strategies to maximize reach and engagement.
-
Build and manage a high-performing digital team committed to driving engagement and conversion.
-
Oversee execution of high-impact digital campaigns with targeted, data-informed messaging.
-
Manage relationships with digital vendors, ensuring aligned goals and optimal performance.
-
Establish continuous feedback loops for testing, learning, and optimizing all digital initiatives.
- User Experience Management
- Digital Customer Experience Executive
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Proven experience in leading digital transformation, preferably in a fast-growing or start-up-like environment.
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Background in customer experience, digital marketing, or consulting with a focus on strategy development and execution.
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Experience managing teams and projects that blend marketing, data, and tech functions.
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Technical knowledge of digital systems, analytics, and AI-based communication tools.
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Working knowledge of SQL is advantageous.
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Relevant tertiary qualification in digital strategy, marketing, business, or related fields.
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Entrepreneurial mindset—excited to build and own projects from the ground up.
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Strong strategic thinking and the ability to translate vision into executable outcomes.
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Comfortable in fast-paced, performance-driven environments.
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Leadership presence with a collaborative, hands-on approach.
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Not too embedded in large corporate structures—prefers a dynamic, agile workplace.
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Innovative, forward-thinking, and passionate about creating excellent customer experiences.
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Highly resilient, focused on delivering outcomes under pressure.
Requirements:
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Proven experience in leading digital transformation, preferably in a fast-growing or start-up-like environment.
-
Background in customer experience, digital marketing, or consulting with a focus on strategy development and execution.
-
Experience managing teams and projects that blend marketing, data, and tech functions.
-
Technical knowledge of digital systems, analytics, and AI-based communication tools.
-
Working knowledge of SQL is advantageous.
-
Relevant tertiary qualification in digital strategy, marketing, business, or related fields.
Key Attributes:
-
Entrepreneurial mindset—excited to build and own projects from the ground up.
-
Strong strategic thinking and the ability to translate vision into executable outcomes.
-
Comfortable in fast-paced, performance-driven environments.
-
Leadership presence with a collaborative, hands-on approach.
-
Not too embedded in large corporate structures—prefers a dynamic, agile workplace.
-
Innovative, forward-thinking, and passionate about creating excellent customer experiences.
-
Highly resilient, focused on delivering outcomes under pressure.
Should you not receive a response within 10 working days, please consider your application unsuccessful.