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AU Customer Experience Execution Lead
Job Location:
Job Location:
Stellenbosch - South Africa
Yearly Salary:
ZAR 300000 - 300000
Yearly Salary:
Posted:
5 September 2026 (17 hours ago)
Posted:
Application Deadline:
3 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Department:
Job Summary
Are you a customer experience professional with strong team leadership experience who thrives on solving complex operational challenges
Were looking for a Customer Experience Execution Lead (SME) to become the go-to expert for CX operations helping optimise processes strengthen service quality and create a seamless customer experience.
Were looking for a Customer Experience Execution Lead (SME) to become the go-to expert for CX operations helping optimise processes strengthen service quality and create a seamless customer experience.
Youll take ownership of complex CX queries technical escalations and operational challenges while providing expert guidance to the wider customer service team.
Responsibilities will include:
Acting as the SME for complex customer queries and system escalations
Supporting inbound calls emails and chat during busy periods
Handling customer complaints and escalations professionally
Monitoring CX activity service levels and performance metrics
Identifying process and customer journey improvements
Developing and maintaining SOPs knowledge bases and training documentation
Monitoring interaction quality and ensuring policy/process compliance
Working closely with claims and operational teams
Reporting on customer trends performance and operational challenges
Driving practical improvements that increase efficiency without compromising service quality
Requirements
3 years experience as a Team Lead in a customer service environment
Excellent written and verbal communication skills
Strong problem-solving and analytical ability
Experience working with customer service metrics and reporting
Excellent organisation and prioritisation skills
A proactive practical and hands-on approach
The ability to build strong relationships across teams
A willingness to become an expert in insurance products systems and processes
The confidence to work independently and take ownership of operational challenges
Working hours: MondayFriday 12:00 AM8:00 AM (Australian hours) and is office based.
Responsibilities will include:
Acting as the SME for complex customer queries and system escalations
Supporting inbound calls emails and chat during busy periods
Handling customer complaints and escalations professionally
Monitoring CX activity service levels and performance metrics
Identifying process and customer journey improvements
Developing and maintaining SOPs knowledge bases and training documentation
Monitoring interaction quality and ensuring policy/process compliance
Working closely with claims and operational teams
Reporting on customer trends performance and operational challenges
Driving practical improvements that increase efficiency without compromising service quality
Requirements
3 years experience as a Team Lead in a customer service environment
Excellent written and verbal communication skills
Strong problem-solving and analytical ability
Experience working with customer service metrics and reporting
Excellent organisation and prioritisation skills
A proactive practical and hands-on approach
The ability to build strong relationships across teams
A willingness to become an expert in insurance products systems and processes
The confidence to work independently and take ownership of operational challenges
Working hours: MondayFriday 12:00 AM8:00 AM (Australian hours) and is office based.
About Company
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