Head of Digital Customer Experience (E-Branch) - Cape Town

SUMMARY:

Job Purpose:

Key Responsibilities:

Strategic Leadership

• 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.

Innovation & Digital Execution

• 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.

Team & Vendor Management

• 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.

POSITION INFO:

Requirements:

• 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.