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National Customer Experience Manager

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National Customer Experience Manager

Area: GTC Johannesburg
  • Develop and execute customer experience strategy aligned with business objectives for all business units.
  • Drive customer-centric initiatives aimed at improving member, employer, trustee, and intermediary experiences.
  • Analyse customer feedback, survey results, complaints, and operational data to identify trends and opportunities for improvement.
  • Monitor and report on key customer experience metrics, including Net Promoter Score and Customer Satisfaction Score, customer retention, and service levels performance.
  • Monitor and improve service delivery across member servicing, call centre, administration, and client relationship management functions.
  • Drive customer journey mapping initiatives across the member lifecycle and implement process enhancements to improve the overall client experience.
  • Collaborate with operational, sales, marketing, compliance, and service teams to ensure consistent customer experience.
  • Manage customer experience projects and continuous improvement initiatives.
  • Oversee customer feedback platforms, surveys, and provide resolution of member and employer complaints, ensuring compliance with regulatory requirements and service standards.
  • Provide feedback, reports and recommendations to senior management and executive stakeholders.
  • Ensure customer experience frameworks align with industry legislation, regulatory requirements, and Treating Customers Fairly (TCF) principles.
  • Train, coach, and develop customer experience teams to achieve strategic objectives.
  • Drive initiatives aimed at improving member retention and retirement outcomes through enhanced customer engagement.
  • Ad hoc queries and tasks.

Skills and experience required

  • Minimum 5 years’ experience in a customer experience, customer insights, service excellence, or related management role.
  • Experience within the insurance and/or financial services industry is essential.
  • Data analytics or marketing degree compulsory.
  • Strong understanding of customer journey mapping, customer experience frameworks, and service design principles.
  • Advanced analytical and reporting skills with the ability to interpret complex data and provide actionable insights.
  • Experience working with customer feedback platforms, CRM systems, and reporting tools.
  • Proven project management and stakeholder management experience.
  • Strong knowledge of customer satisfaction measurement methodologies
  • Excellent presentation, communication, and report-writing skills.
  • Proficiency in Microsoft Office, specifically advanced Excel..

Reporting line

  • Report directly to the GTC Group Exco.

Personal attributes                                                                                                                      

  • Customer-focused with a passion for delivering exceptional service experiences.
  • Strategic thinker with strong problem-solving abilities.
  • Highly analytical and detail oriented.
  • Future-ready mindset – enthusiastic about evolving with AI innovations.
  • Continuous learner – passionate about continual upgrading of skills alongside AI advancements.
  • Results-driven with a continuous improvement mindset.
  • Strong leadership and people management capabilities.
  • Excellent interpersonal and relationship-building skills.
  • Strong planning, organisational, and time management skills.
  • Professional, ethical, and committed to maintaining high standards of service excellence.

Office hours

GTC’s conventional office hours are between 08:00 and 17:00

There will be occasions where the incumbent would need to work overtime

There will be occasions where the incumbent may be required to travel to the Durban and Cape Town offices.

Email your CV and certificates, as well as a copy of your ID to Email: recruitment@gtc.co.za and quote ref 1189555 or complete the application form below.

Application Form