Head of Customer Service (CX)

SUMMARY:
Lead the Transformation as the Head of Customer Experience (CX) - Banking Sector.

POSITION INFO:
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 bank’s 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.

• A Bachelor’s Degree in Business Administration, Marketing, Customer Experience Management, or a related field.
• A Master’s 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.