Job Description

The Head, Customer Experience, is responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and engagement within the Pension Fund Administrator (PFA). This role ensures that all customer interactions align with the organization’s commitment to service excellence and regulatory compliance. The Head, Customer Experience, oversees service delivery, customer relationship management, and complaint resolution while driving a customer-centric culture.

Key Expectations of the Role:

• Develop and execute customer experience strategies to enhance service delivery and client satisfaction.
• Lead and manage the customer service team, ensuring prompt and effective resolution of customer inquiries and complaints.
• Establish and monitor service quality metrics, ensuring continuous improvement in customer interactions.
• Work closely with business development and operations teams to optimize the customer journey.
• Implement customer feedback mechanisms to identify pain points and areas for improvement.
• Ensure compliance with PenCom guidelines and industry best practices in customer service.
• Leverage digital tools and automation to enhance customer engagement and self-service options.
• Provide regular reports on customer experience performance and recommend strategic improvements.

Expected Competencies

Key Requirements for the Role

• A minimum of a Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field. A Master’s degree or professional certification (CCXP, CIM, or CIPM) is an added advantage.

• Minimum of 10 years of relevant experience, with at least 8 years in the financial services industry and 4 years in leadership roles within the financial services industry
• Preference will be given to candidates with experience as a Head of Unit/Department within the pension industry

• Strong understanding of customer service principles, CRM systems, and digital engagement tools.
• Proven track record of improving customer satisfaction and loyalty through strategic initiatives.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze customer data and develop insights-driven service improvements.
• Strong knowledge of regulatory requirements related to customer service in the pension industry.